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Oliver Brough Wednesday, 8 th December 2004

The Customer Data Journey. Oliver Brough Wednesday, 8 th December 2004. Customer Data Journey. Why collect & store customer data? Typical challenges QAS & the customer data journey. The importance of data. Over 80% of organisations say that inaccurate data costs them money

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Oliver Brough Wednesday, 8 th December 2004

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  1. The Customer Data Journey Oliver Brough Wednesday, 8th December 2004

  2. Customer Data Journey • Why collect & store customer data? • Typical challenges • QAS & the customer data journey

  3. The importance of data Over 80% of organisations say that inaccurate data costs them money • Inaccurate data costs every time it is used • Accurate data decays if not maintained • An effective data management strategy = best practice = sound commercial sense Source: NOP World research and Royal Mail

  4. Data changes every second 31% of consumers end relationship due to inappropriate communications • 13% of the UK public move each year • B2B data decays at a rate of 37.7% a year • 1.2m addresses change on PAF each year Source: NOP World research and Royal Mail

  5. Data quality: boardroom concern 87% of organisations use data to make decisions • Gap between ideal and reality of data accuracy • Effective data management should be de facto • Realise the full potential of your data with solutions from QAS Source: NOP World research and Royal Mail

  6. Customer Data Journey Name: Emily Reeve Age: 28 years Work: Campaign Manager Lives: Rents in Richmond Car: Ford KA, Black

  7. Customer Data Journey Customer acquisition and interaction

  8. Customer Data Journey Customer acquisition and interaction Customer maintenance + data standardisation

  9. Customer Data Journey Customer acquisition and interaction Customer maintenance + data standardisation • Ongoing data • currency and validity

  10. Customer Data Journey Customer acquisition and interaction Support + Investment Customer maintenance + data standardisation • Ongoing data • currency and validity

  11. Challenges • Inefficient customer interactions • Inaccurate & incomplete contact data • No ‘common data standards’ • Data out of date very quickly • Difficult to measure benefit

  12. Customer Data Journey • Customer data collection (Interactions) • Fast & accurate collection of name and address data through ALL channels into the organisation • Clean & maintain • Correct, complete, update and standardise name and address information across your business • Suppress & enhance • Track, enhance and maintain the currency of customer data • Service & support • Product Support & Professional Services

  13. Customer Data Collection Letter Phone Your Organisation Document Scanning Web Face to Face Email

  14. Clean & Maintain 1 2 3 4 5 Applications/Databases

  15. Technical Support The Vision “To delight our customers and be the Technical Support team that everyone in software will want to benchmark against.” http://support.qas.com/uk

  16. Professional Services

  17. Don’t just take our word for it …good data from the start carries on through the lifecycle of the relationship. With lots of information going to and fro, QuickAddress helps us avoid the negative impact of data down the line. Chris Webb, Red Letter Days Business Systems Director

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