Interview Session Example: Requirements Gathering for CRM System

Date: [Insert Date]
Duration: 1 hour
Interviewer: [Your Name]
Interviewee: [Stakeholder’s Name], Sales Manager
Location: [Specify Location or “Virtual Meeting”]

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Objectives

1. Understand the needs and challenges faced by the sales team.
2. Identify specific features required in the CRM system to improve productivity and sales management.
3. Gather insights into existing workflows and how they can be improved.

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Preparation

1. Review background information about the company and its sales process.
2. Prepare a list of open-ended and specific questions.
3. Bring note-taking tools or a recording device (with the interviewee’s consent).

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Agenda

1. Introduction (5 minutes)
   • Explain the purpose of the interview and what you aim to achieve.
   • Ensure the interviewee is comfortable and understands that their input is valuable.
2. Discussion (50 minutes)
   • Current Process
     • Question: Can you describe how you currently manage customer relationships and sales activities?
     • Follow-up: What are some pain points or inefficiencies in your current system?
   • Needs and Requirements
     • Question: What specific features or tools would make your job easier?
     • Follow-up: For example, would automated reminders or better integration with email help?
   • Data Management
     • Question: How do you currently track customer interactions, and what data is most important to you?
     • Follow-up: Are there any challenges you face with data organization or retrieval?
   • Reporting and Insights
     • Question: What types of reports or analytics would be useful for you and your team?
     • Follow-up: Do you need to customize reports, and if so, how?
   • Integration and Collaboration
     • Question: Do you need the CRM system to integrate with other tools or platforms (e.g., email, calendars, marketing software)?
     • Follow-up: How important is real-time collaboration among team members?
   • Future Vision
     • Question: If you could design the perfect CRM system, what would it look like?
     • Follow-up: Are there any features you’ve seen in other systems that you’d like to have?
3. Wrap-Up (5 minutes)
   • Summarize the key points discussed.
   • Ask if there are any other thoughts or ideas the interviewee would like to share.
   • Explain the next steps and how their input will be used.

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Example Transcript Snippet

Interviewer: “Can you describe how you currently manage customer relationships and sales activities?”

Interviewee: “We primarily use spreadsheets to track customer information and sales leads. It works to some extent, but it gets very cumbersome as the data grows.”

Interviewer: “I see. What are some specific pain points with using spreadsheets?”

Interviewee: “The biggest issue is that it’s difficult to track follow-ups and schedule reminders. We often forget to follow up with potential leads, which affects our sales.”

Interviewer: “Would automated reminders or a calendar integration be helpful?”

Interviewee: “Yes, absolutely. Having automated reminders would make our process much more efficient.”

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Notes & Observations

1. The sales team struggles with tracking follow-ups and scheduling reminders.
2. Data management is inefficient, and retrieving information is time-consuming.
3. Integration with email and calendar tools is highly desired.
4. Customizable reports are important for analyzing sales performance.

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Action Items

1. Document and analyze the pain points to prioritize features.
2. Explore CRM solutions that offer integration with email and calendar apps.
3. Consider options for automated reminders and customizable reporting.