CRM Style Assessment

Discover Your Personal Style in Customer Interactions

Introduction

This assessment helps you determine your personal CRM style based on four distinct customer relationship management roles. By answering the questions, you’ll gain insight into your natural preference style in customer interactions.

The CRM Model

The CRM Model consists of four quadrants formed by two axes:

The horizontal axis: Self-focused (left) versus Collaborative (right)
The vertical axis: Problem-oriented (bottom) versus Solution-oriented (top)

The Four Styles:

Expert (Problem + Self)

Focuses on deep analysis and insight into problems. Strives for accuracy and completeness in problem analysis.

Consultant (Solution + Self)

Focuses on presenting solutions and options. Strives for effective, innovative solutions and convinces clients of their benefits.

Ally (Problem + Collaborative)

Focuses on empathy and understanding the customer. Strives for trust and good relationships by listening and empathizing with problem situations.

Partner (Solution + Collaborative)

Focuses on cooperation and implementation. Strives for joint results and improvement through close collaboration with the customer.

Each style has its strengths and applications. By being aware of your preferred style(s), you can be more flexible in responding to different customer situations and communicate more effectively.

Assessment Questions

For each statement below, you’ll see two opposing viewpoints representing extremes of a dimension. Select the option that best matches your natural approach:

Option 1
Completely agree with left statement

Option 2
Somewhat agree with left statement

Option 3
Somewhat agree with right statement

Option 4
Completely agree with right statement

Axis: Problem-Oriented ←→ Solution-Oriented

1. Primary Focus in Customer Interactions

I want to thoroughly understand the underlying problem

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I want to inspire the customer with possible solutions

Please answer this question.

2. Time Allocation Preference

I prefer to spend time analyzing the situation

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I prefer to spend time developing concrete options

Please answer this question.

3. Key to Success

Understanding the problem thoroughly is the key to success

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

Developing creative solutions is the key to success

Please answer this question.

4. Areas of Focus

I focus on what’s going wrong and why

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I focus on what can be improved and how

Please answer this question.

Axis: Self-Focused ←→ Collaborative

5. Responsibility and Leadership

I feel responsible for the project and dare to take the lead

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

The customer is responsible for the project and has the lead

Please answer this question.

6. Success Factors

My expertise and knowledge are decisive for a good result

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

Our cooperation and alignment are decisive for a good result

Please answer this question.

7. Source of Pride

I’m proud when I’ve provided the best possible solution

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I’m proud when our joint solution is implemented, even if I think it could be better

Please answer this question.

8. Recognition and Success

I want to be recognized for my individual contribution

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I want us to celebrate success together

Please answer this question.

Style Comparisons

9. Initial Approach to Problems

I first listen to the needs and experience behind a problem

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I first analyze the facts of a problem

Please answer this question.

10. Use of Extra Time

If I get extra time, I want to build more trust with the customer

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

If I get extra time, I want to develop more options

Please answer this question.

11. Definition of Good Progress

I’m doing well when I can show the customer benefits and possibilities

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I’m doing well when I take time to understand the customer’s pain and concerns

Please answer this question.

12. Sources of Nervousness

I get nervous when I can’t assess people and how they’ll react to my solution

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I get nervous when I’m insufficiently prepared for a meeting

Please answer this question.

13. Action and Implementation

I want to make the right diagnosis before taking action

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

I want to take steps together with the customer and learn along the way

Please answer this question.

14. Professional Role Definition

My role is to convince the customer of solutions

Completely
Left

Somewhat
Left

Somewhat
Right

Completely
Right

My role is to ensure good collaboration during the process

Please answer this question.

Your CRM Style Results

Your CRM Profile

Detailed Scores

Relative Scores:

Expert 0%

Consultant 0%

Ally 0%

Partner 0%

Interpretation:

Your preferred style:
Your style under pressure:
Your least natural style:

CRM model – english version

CRM Style Assessment

Introduction

The CRM Model

The Four Styles:

Expert (Problem + Self)

Consultant (Solution + Self)

Ally (Problem + Collaborative)

Partner (Solution + Collaborative)

Assessment Questions

Your CRM Style Results

Your CRM Profile

Detailed Scores

Relative Scores:

Interpretation:

About Your Preferred Style:

Strengths:

Development Areas:

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