Operations Due Diligence: An M&A Guide for Investors and Business

CONTACT MANAGEMENT SYSTEM

Communication among and across the sales and marketing infrastructure is critical to customer satisfaction and retention and, consequently, to recurring sales. Customer contact reports are commonly used to document interactions with customers and to inform other staff members about those interactions. Reviewing the contact management system (CMS) is another way to assess the sales qualification process. If the business doesn’t use a CMS, you may have found an area for further discovery, depending on the business’s sales model (broad retail sales to the general public may not require contact lists, for instance, but the retail sales may require a list of distributors). Again, the business will need to be very cautious ...