Questionnaire

Name
Company
Address
City
State	Zip
Country
Phone
Fax
Website
Email

1.	How many CRM/billing systems are in operation in your firm?
	1
	2-3
	3 or more
2.	What is your primary CRM/billing system?
3.	How important is it that your system be able to adapt to a changing competitive landscape?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
4.	Do you believe your primary system will be able to support a changing competitive landscape?
	Yes
	Perhaps
	No
5.	How many years has your primary CRM/billing system been operating at your firm?
	Less than 1 year
	1-3 years
	More than 3 years
6.	Are you pleased with the functionality of the system?
	Very pleased
	Somewhat pleased
	Not pleased
7.	Does the system perform as was advertised?
	Most of the time
	Some of the time
	It does not do what we need it to do
8.	How important was it to select a truly convergent system?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
9.	If your firm required a convergent system, has the system proven to be convergent?
	It's fully convergent
	It's somewhat convergent
	It's not convergent
10.	Does your primary system support:
	Wireline services
	Wireless services
	Pay television services
	Internet
11.	How important is the functionality of your firm's customer care and billing system to your firm's ability to compete?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
12.	Who was the prime systems integrator of your firm's CRM/billing system?
	Vendor
	Third party systems integrator
	In-house
13.	If a third party implemented the system, how capable were they?
	Very capable
	Performed ok
	Under performed
14.	Was the implementation performed on time?
	Implementation took less time than slated
	On-time
.	Implementation took more time than slated
15.	How important was it that the implementation meet the slated time-frame?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
16.	Was the implementation performed for the agreed upon price?
	Yes
	No
17.	How much support did your firm receive from the vendor(s) once the contract was signed?
	Full support
	Marginal support
	The support we needed was lacking
18.	How important was it that the vendor supported the system after the signing of the contract?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
19.	How important was the vendor's maintenance in your selection of the system?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
20.	How well has the vendor supported its maintenance agreement?
	Full support
	Marginal support
	The support we needed was lacking
21.	How important was the vendor's ability to provide Level 1, 2 and 3 help?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
22.	How well has the vendor supported 1, 2 and 3 help?
	Full support
	Marginal support
	The support we needed was lacking
23.	How important is it that your users accept the system?
	Very important
	In the top 1-3
	In the top 1-5
	Unimportant
24.	Do your users like the system?
	Everyone likes the system
	Most users like the system
	Some users like the system
	Very few people like the system
25.	If you had to select a new system would you consider your present system again?
	Definitely
	Perhaps
	No way