Management Questionnaire

1. Has your establishment implemented any form of Business Intelligence System (BIS) in its
operations?
a) Yes [ ] b) No [ ]
2. Does your firm engage in any Customer Relationship Management (CRM) strategies?
a) Yes [ ] b) No [ ]
If Yes, which are they? .
3. How do you describe your CRM strategy? Is it
a) Very Effective [ ]; b) Effective [ ]; c) Fairly Effective [ ]; or d) Ineffective [ ]?
4. What is the impact of BIS on CRM in your establishment?
5. What are the challenges faced by your establishment in implementation of business
intelligence systems?
6. Do you think that your establishments profitability is as a result of (proper) business
intelligence utilization?
a) Yes [ ] b) No [ ]
If Yes, please justify. ...
7. To what extent do the following modes of CRM influence business performance?
1 2 3 4
a) e-mail [ ] [ ] [ ] [ ]
b) Social networking sites (e.g. [ ] [ ] [ ] [ ]
Facebook, Twitter)
c) Messaging (Bulk SMS) [ ] [ ] [ ] [ ]
Key
1 Greatly Influence
2 Influence
3 Fairly Influence
4 No Influence
8. How important is business intelligence in ensuring effective customer relationship
management hence profitability in Kenyas telecoms market?

1
a) Very important [ ]
b) Important [ ]
c) Somewhat important [ ]
d) Not important [ ]
9. What is your view of the opinion that Kenyas telecoms industry should ensure effective
business intelligence management as it would maintain profitability via CRM?
a) Strongly concur [ ]
b) Concur [ ]
c) Dont concur [ ]
d) Strongly dont concur [ ]

I appreciate your consideration in taking your time to fill in this questionnaire. Regards.

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 Employee Questionnaire
1. Business Intelligence Systems (BISs) do aid in business decision-making, and in turn
performance improvement. Do you agree?
a) Yes [ ] b) No [ ]
How so? State the reasons for your answer.
2. Customer Relationship Management (CRM) is a constituent of BISs. How effective is CRM
implementation in Kenyas telecoms market? Is it:
Very effective [ ];
Effective [ ];
Fairly Effective [ ]; or
Ineffective [ ]?
3. What is the relationship between BIS and CRM in Kenyas telecommunications market? How
best can you describe it? ...
4. Which of the following CRM methods are being practiced by Kenyas titans of mobile
telecommunications?
a) E-mails [ ]
b) Social networking sites (e.g. [ ]
Facebook, Twitter)
c) Messaging (Bulk SMS) [ ]
d) Others (Please specify)
5. How effective are the following methods of CRM in your establishment?

1 2 3 4
a) E-mails [ ] [ ] [ ] [ ]
b) Social networking sites (e.g. [ ] [ ] [ ] [ ]
Facebook, Twitter)
c) Messaging (Bulk SMS) [ ] [ ] [ ] [ ]
d) Others (Please specify) ..

Key
1 Very Effective

3
2 Effective
3 Fairly Effective
4 Ineffective
6. With a focus on Kenyas mobile telecoms firms, are there challenges in BIS implementation?
a) Yes [ ] b) No [ ]
Please justify your answer.

I appreciate your consideration in taking your time to fill in this questionnaire. Regards.