Table 1 Interview questionnaire for the process map phase

Interview questionnaire

Phase: process map

1

What new business processes have been created in your department at this phase?

2

What existing business processes have been improved in your department at this phase?

3

Are there any business processes that have not been considered at this phase?

4

What information does Social CRM offer that you did not have before?

5

How do you think the company benefits from new or modified business processes?

6

Has the company assigned the necessary resources for a successful implementation of this phase?

7

Has the researcher provided the necessary means for a successful implementation of this phase?

8

Have you missed the collaboration of someone or something in the implementation of this phase?

9

What problems have you noticed in the implementation of this phase?

10

What would you change or improve in the implementation of this phase? How would you do it?

11

Is there any information that has not been considered at this phase and that you think should have been taken into account?

12

Is it worth the effort invested in the implementation of this phase in view of the expected result?

13

Have the desired results been achieved in the estimated time?

14

What is your general opinion about the implementation of this phase?