back to basics presented by: julie duncan date: 14 th june 2007

Back to basics

Presented by: Julie DuncanDate: 14th June 2007

Start at the bottom

•Data quality implications

•Group exercise

•Tips & recommendations

The Facts…

“In the UK only 26% of companies

have an organisation wide, formal documented

data management strategy.”

Dynamic Markets white paper

"How well do you know your customers?” July 2005

•Customer experience

•ROI for CRM

•Operational efficiency

•Enhanced staff experience

Data Quality Implications

•Customer experience

•ROI for CRM

•Operational efficiency

•Enhanced staff experience

Data Quality Implications

Customer Experience

Strong negative reaction to brand = 69%Direct Marketing Association and Planet Ark 2004

31% of consumers have ended relationships with an organisation due to miscommunications

Royal Mail & Experian 2004

•Customer experience

•ROI for CRM

•Operational efficiency

•Enhanced staff experience

Data Quality Implications

•Customer experience

•ROI for CRM

•Operational efficiency

•Enhanced staff experience

Data Quality Implications

“Productivity, customer satisfaction, growth, and better opportunities to cross-sell and up-sell across the customer base are the primary benefits of improved address data quality.”

Ted Friedman, Principal Analyst,

Benefits of Data Quality

Raising the stakes on address data qualityGartner White Paper, 2005

•Customer experience

•ROI for CRM

•Operational efficiency

•Enhanced staff experience

Data quality implications

Start at the bottom

•Data quality implications

•Group exercise

•Tips & recommendations

Your Organisation

Customer data collection

Sponsorship Forms/Letters

Telephone

Voice/txt

Interactive TV

Web

Live Call Centre

Email

How contact data is used

Your Organisation

Marketing

Customer service

Distribution

Billing

Sales

HR & payroll

Group Exercise The data JourneyData sources Database Data usage

Call centres

Internet

Branches

Other channels

Service delivery

Mail/Billing

Analysis

Other channels

Primary

Others

Group Exercise The data JourneyData sources Database Data usage

Call centres

Internet

Branches

Other channels

Service delivery

Mail/Billing

Analysis

Other channels

Primary

Others

•How many call centres/ staff?

•Inbound or outbound calls?

•What volumes of addresses being entered & how long doesit take?

•Are you selling via your website?•How many hits?•How many drop-offs?•How many orders? •How easy to place an order?

•How many branches?•Registration or application forms?•How many on a daily basis?•How long to complete the address section?

•Telephone?

•Email?

•Sponsorship forms?

•What application(s) are you using?•What are they being using for?

The data journeyData sources Database Data usage

Call centres

Internet

Branches

Other channels

Service delivery

Mail/Billing

Analysis

Other channels

Primary

Others

•Do you have goods being shipped?

•Any SLA’s?

•Any penalties?

•How many items mailed daily?

•How many items of returned mail?

•How many returned invoices & at

what cost?

•Do you provide reports to management?

•How accurate are these reports?

•What else do you use data for?•Marketing?•Invitations?•Outbound calling?

Start at the bottom

•Data quality implications

•Group exercise

•Tips & recommendations

Getting details right from the start

QuickAddress Batch

Top tips for getting the basics right

Start at the end

Measure the data quality

Data is always changing

Thank you for listening …. Any Questions

Presented by: Julie DuncanDate: 14th June 2007

www.qas.co.uk