1.4 What questions should I ask?

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  • What is this step about?
  • Why are we doing it?
  • What details do we need to capture at this step?
  • What internal reference materials should I be referencing during this step?
  • Who is involved? Based on which criteria should something get reassigned to someone else?
  • What are we supposed to do next (after talking to the customer/prospect or after sending the proposal)?
  • What type of follow up cadence is expected?
  • What types of tasks are expected to happen and by whom?
  • What types of follow up reminders are needed and for whom?
  • What tools are being used today by the people who are currently performing these steps?
  • Where is the data being captured and managed today? (Salesforce? Salesforce plus Outlook, Excel or Google Sheets?)
  • Who else is permitted to have access to this data? Should they have read only access? Edit access?
  • Who else on the team does these steps today?
  • What does this team’s org structure look like today?
  • What are the most painful aspects of this process that the team is struggling with today?
  • Which steps in this process are begging to be automated?
  • Which steps in this process are already automated today? Is that automation working to introduce efficiencies for the team, or is it creating more of a complicated mess?
  • When exploring any automation, have we defined every exception that could potentially arise where this automation should NOT happen?
  • What reports/metrics/dashboards are important to measure this team’s success? Who needs to see them? 


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