What is involved in Customer Data

Find out what the related areas are that Customer Data connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Customer Data thinking-frame.

How far is your company on its Customer data management journey?

Take this short survey to gauge your organization’s progress toward Customer data management leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Customer Data related domains to cover and 162 essential critical questions to check off in that domain.

The following domains are covered:

Customer Data, Customer centricity, Customer data integration, Customer delight, Customer relationship management, Customer satisfaction, Customer segmentation, Customer service, Early adopter, End user, Financial transaction, Guided selling, Intellectual property, Market segment, Quality management, Service level agreement, Service sector, Six Sigma, The Clientele, Total quality management:

Customer Data Critical Criteria:

Think carefully about Customer Data visions and maintain Customer Data for success.

– In addition to the security of your own customer data, customers should also be concerned about what data the provider collects and how the CSP protects that data. Specifically with regard to your customer data, what metadata does the provider have about your data, how is it secured, and what access do you, the customer, have to that metadata?

– Specifically with regard to your customer data, what metadata does the provider have about your data, how is it secured, and what access do you, the customer, have to that metadata?

– what is the best design framework for Customer Data organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– What about other business related data, such as, customer data, supplier data, or spatial data?

– In what ways are Customer Data vendors and us interacting to ensure safe and effective use?

– Does a massive loss of customer data necessarily imply poor engineering?

– Do we all define Customer Data in the same way?

– What customer data is necessary?

Customer centricity Critical Criteria:

Rank Customer centricity issues and report on the economics of relationships managing Customer centricity and constraints.

– How do you determine the key elements that affect Customer Data workforce satisfaction? how are these elements determined for different workforce groups and segments?

– Does Customer Data analysis isolate the fundamental causes of problems?

– Is Supporting Customer Data documentation required?

Customer data integration Critical Criteria:

Guide Customer data integration strategies and give examples utilizing a core of simple Customer data integration skills.

– How do we measure improved Customer Data service perception, and satisfaction?

– What are the Key enablers to make this Customer Data move?

– Are accountability and ownership for Customer Data clearly defined?

Customer delight Critical Criteria:

Consult on Customer delight tasks and find the ideas you already have.

– Does Customer Data include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?

– Do you take into account the multiple points along the way, that could have been leveraged to increase customer delight?

– What are the record-keeping requirements of Customer Data activities?

– How would one define Customer Data leadership?

Customer relationship management Critical Criteria:

Analyze Customer relationship management adoptions and oversee Customer relationship management management by competencies.

– How to ensure high data availability in mobile computing environment where frequent disconnections may occur because the clients and server may be weakly connected?

– How can we truly understand and predict our customers needs to the point where we can design products and services that suit their needs?

– Is there an integrated FAQ structure already in the exchange that can be tapped and expanded into the CRM for the agents?

– It is often said that CRMs complexity is due to its quantity of functions. How do we handle this?

– What are the strategic implications of the implementation and use of crm systems?

– Have you anticipated questions that your visitors or customers might have?

– How must our value proposition change to earn greater customer loyalty?

– Does the user have permission to synchronize to the offline data store?

– What are your design, creative and community management capabilities?

– What are the benefits you want to receive as a result of using CRM?

– What are the roles of suppliers and supply chain partners in CRM?

– Which business environmental factors did lead to our use of CRM?

– What were the factors that caused CRM to appear when it did?

– Is there an incentive for visitors/customers to register?

– Does on hold time include transfer time to tier 2 CSRs?

– Does customer knowledge affect how loyalty is formed?

– How do customers communicate with you?

– Do GM s know what CRM is?

– Is CRM Worth It?

Customer satisfaction Critical Criteria:

Discourse Customer satisfaction leadership and assess what counts with Customer satisfaction that we are not counting.

– Do we Make sure to ask about our vendors customer satisfaction rating and references in our particular industry. If the vendor does not know its own rating, it may be a red flag that youre dealing with a company that does not put Customer Service at the forefront. How would a company know what to improve if it had no idea what areas customers felt were lacking?

– What is the difference, if any, in customer satisfaction between the use and results of agile-driven software development methods and the use and results of plan-driven software development software development methods?

– How important are hard measurements that show return on investment compared to soft measurements that demonstrate customer satisfaction and public perception?

– Performance Standard: What should be the standards for completeness, reliability, accuracy, timeliness, customer satisfaction, quality and/or cost?

– Has it re-engineered or redesigned processes, and leveraged technologies to improve responsiveness, Customer Service and customer satisfaction?

– How does the company manage the design and delivery of products and services that promise a high level of customer satisfaction?

– Is the Customer Satisfaction Process something which you think can be automated via an IVR?

– Do several people in different organizational units assist with the Customer Data process?

– How does the firm measure and monitor client service and customer satisfaction?

– Are we making progress? and are we making progress as Customer Data leaders?

– What employee characteristics drive customer satisfaction?

– How to Secure Customer Data?

Customer segmentation Critical Criteria:

Set goals for Customer segmentation goals and devote time assessing Customer segmentation and its risk.

– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Customer Data?

– How to deal with Customer Data Changes?

– Is Customer Data Required?

Customer service Critical Criteria:

Grasp Customer service tasks and find answers.

– Why would potential clients outsource their business to us if they can perform the same level of Customer Service in house?

– Which of any Customer Service issues would be most likely to influence you to switch brands or companies?

– How can we effectively communicate with someone who has difficulty with the english language?

– Would suppliers classify your organization as being one of their best or worse customers?

– What are the anticipated hours of operation for live Customer Service support?

– Do you have any complaint filtering in operation within your organization?

– When you hear the words Customer Service what does it make you think of?

– What do you do when someone is treating a Customer Service rep badly?

– Ow often do you hear people complaining about poor Customer Service?

– Customer Service: How can social CRM improve service quality?

– What is your Preferred channel for reaching out to companies?

– How many Customer Service-related emails do you receive?

– Why should a customer be bothered about your problems?

– How often do you direct the caller to our web site?

– What do we mean by the term Customer Service ?

– Is it a pleasure to do business with you?

– What Does Marketing Have To Do With It?

– How can Customer Service be improved?

– What information do you need?

– Why does your company exist?

Early adopter Critical Criteria:

Learn from Early adopter issues and correct better engagement with Early adopter results.

– According to research by MIT and IBM, top-performing companies are three times more likely than lower performers to be sophisticated users of analytics. These early adopters of workforce analytics simply outperform. Organizations at the highest levels of talent analytics practice, including the adoption of workforce analytics, have 8% higher sales growth, 24% higher net operating income growth, and 58% higher sales per employee. How can you achieve similar business results?

– What business benefits will Customer Data goals deliver if achieved?

– How do we manage Customer Data Knowledge Management (KM)?

– What are the business goals Customer Data is aiming to achieve?

End user Critical Criteria:

Confer over End user outcomes and be persistent.

– Time to market improvements. Will the move to cloud computing shorten the time it takes to deliver functional enhancements to end users?

– Does the calibration lab or calibration contractor provide the end user notification of any out of tolerance conditions?

– How do the end users of cloud computing know that their information is not having any availability and security issues?

– From the end users eyes, is it possible for the change to have a major impact on services if problems occur?

– Will the move to cloud computing shorten the time it takes to deliver functional enhancements to end users?

– How does the vendor handle software and hardware maintenance, end user support, and maintenance agreements?

– Will the change have only minimal or no impact on services provided to the end users if a problem occurs?

– Who will be responsible for deciding whether Customer Data goes ahead or not after the initial investigations?

– Will the change have only minor impact on services provided to the end users if problems occur?

– Is the change needed to restore immediate service to the end user?

– Think of your Customer Data project. what are the main functions?

– Will the change be visible only to a small group of end users?

– Will the change be visible to a large number of end users?

– How significant is the improvement in the eyes of the end user?

– Can all end user classes be identified?

– Is the change visible to all end users?

Financial transaction Critical Criteria:

Confer re Financial transaction goals and pioneer acquisition of Financial transaction systems.

– What are the minimum data security requirements for a database containing personal financial transaction records?

– Are there Customer Data problems defined?

– What threat is Customer Data addressing?

Guided selling Critical Criteria:

Systematize Guided selling issues and finalize the present value of growth of Guided selling.

– Do the Customer Data decisions we make today help people and the planet tomorrow?

– Is Customer Data dependent on the successful delivery of a current project?

– Why are Customer Data skills important?

Intellectual property Critical Criteria:

Study Intellectual property decisions and catalog Intellectual property activities.

– What will be the policies for data sharing and public access (including provisions for protection of privacy, confidentiality, security, intellectual property rights and other rights as appropriate)?

– What are your results for key measures or indicators of the accomplishment of your Customer Data strategy and action plans, including building and strengthening core competencies?

– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Customer Data. How do we gain traction?

– During the last 3 years, have you received a complaint or an injunction arising out of intellectual property infringement, content or advertising?

– Is legal review performed on all intellectual property utilized in the course of your business operations?

– Am I concerned about intellectual property protection and legal issues of my application and data?

– Are there any data with intellectual property (e.g., patent, copyright) concerns with sharing?

– How is transfer pricing regulated for intellectual property in the United States?

– Who will own any copyright or intellectual property rights to the data?

– How can you measure Customer Data in a systematic way?

Market segment Critical Criteria:

Contribute to Market segment visions and figure out ways to motivate other Market segment users.

– Users increasingly demand from web sites the ability to get information that is customized to their interests and needs. Many web sites now tailor their content through the use of architectures designed to support multiple audience types, or through technologies that allow users to profile their personal interests. These kinds of sites demonstrate that their designers are sensitive to the fact the users arent all the same. Besides the influence of users, marketing efforts have driven this trend to a large degree: why present general information to the broadest audience (e.g., trying to sell tobacco products to everyone, including the antismoking activists) when you can target information to prequalified market segments (e.g., selling expensive cigars to yuppies)?

– As a CSP undertakes to build out or take a fresh look at its service offerings, the CSP should clearly define its business strategy and related risk management philosophy. What market segments or industries does the CSP intend to serve?

– To what extent will this product open up new market segments (e.g., industry lines, customer groups, geographical areas) that may be valuable also for other product lines?

– How do you identify and anticipate how requirements and changing expectations will differ across CUSTOMERS, CUSTOMER groups, and market SEGMENTS and across the CUSTOMER life cycle?

– Can we establish a new market segmentation strategy focused on potential profitability and willingness to purchase?

– Which of the market segments will be the target market for this campaign?

– What market segments or industries does the CSP intend to serve?

– Who will provide the final approval of Customer Data deliverables?

– How do we go about Comparing Customer Data approaches/solutions?

– What market segment(s) are served by the company?

– What are internal and external Customer Data relations?

Quality management Critical Criteria:

Examine Quality management failures and interpret which customers can’t participate in Quality management because they lack skills.

– For your Customer Data project, identify and describe the business environment. is there more than one layer to the business environment?

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

– Is a Customer Data Team Work effort in place?

Service level agreement Critical Criteria:

Grade Service level agreement management and oversee implementation of Service level agreement.

– Are the vendor contracts deliverables-based, with specific Service Level Agreements (slas) including penalties and liquidated damages?

– Do you really care about the Service Level Agreement sla of your underlying cloud platform paas or iaas?

– What is the impact of changing my suppliers and/or their SLAs on my capabilities to meet my SLAs?

– What are direct advantages of entering into Service Level Agreements?

– What simple ways can we improve our valued customers experience?

– Is your firm willing to commit to Service Level Agreements?

– What service(s) are being made available to what customers?

– What are the physical location requirements for each copy?

– What is the purpose of a IT Service Level Agreement?

– What does off-site mean in your organization?

– Is a Service Level Agreement (sla) available?

– What is the problem escalation process?

– How many copies must be off-line?

– How will service be delivered?

– How many copies are required?

– What services are provided?

– What is it going to take?

– How do I write an SLA?

Service sector Critical Criteria:

Match Service sector strategies and correct Service sector management by competencies.

– Think about the people you identified for your Customer Data project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?

– What other organizational variables, such as reward systems or communication systems, affect the performance of this Customer Data process?

– How do we maintain Customer Datas Integrity?

Six Sigma Critical Criteria:

Pay attention to Six Sigma governance and find out.

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– What other jobs or tasks affect the performance of the steps in the Customer Data process?

– Who is the main stakeholder, with ultimate responsibility for driving Customer Data forward?

– Do we monitor the Customer Data decisions made and fine tune them as they evolve?

– How is Lean Six Sigma different from TOGAF Architecture?

The Clientele Critical Criteria:

Administer The Clientele management and frame using storytelling to create more compelling The Clientele projects.

– To what extent does management recognize Customer Data as a tool to increase the results?

Total quality management Critical Criteria:

Pilot Total quality management issues and budget the knowledge transfer for any interested in Total quality management.

– What are the usability implications of Customer Data actions?

– Which Customer Data goals are the most important?

Conclusion:

This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Customer data management Self Assessment:

store.theartofservice.com/Customer-data-management-The-Ultimate-Step-By-Step-Guide/

Author: Gerard Blokdijk

CEO at The Art of Service | theartofservice.com

[email protected]

www.linkedin.com/in/gerardblokdijk

Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Customer Data External links:

Customer Data Privacy Policy | United Airlines
www.united.com/web/en-US/content/privacy.aspx

Customer Data Platform (CDP): Listen. Learn. Execute – NGDATA
www.ngdata.com

Customer Data Integration – Just another Tamr Inc. Sites site
cdi.tamr.com

Customer centricity External links:

Customer Centricity | Simul Corp
www.simulcorp.com/customer-centricity

Customer Centricity Assessment | Beyond Philosophy
beyondphilosophy.com/courses/customer-centricity-assessment

[PDF]Customer Centricity – jianghai.store
jianghai.store/customer/centricity/customer_centricity.pdf

Customer data integration External links:

Customer Data Integration – Just another Tamr Inc. Sites site
cdi.tamr.com

Data Processing & Customer Data Integration (CDI) | Merkle
www.merkleinc.com/what-we-do/data-processing-cdi

Experian | Customer Data Integration CDI
www.experian.com/truvue/cdi_important_ind.html

Customer delight External links:

Manager – Customer Delight – CiteHR
www.citehr.com/455465-manager-customer-delight.html

5 Steps to Proactive Customer Delight | Working Solutions
workingsolutions.com/5-steps-to-proactive-customer-delight

“Customer Delight: How Do We Achieve it? Customer …
digitalscholarship.unlv.edu/thesesdissertations/2608

Customer relationship management External links:

Oracle – Siebel Customer Relationship Management
care.cummins.com

Customer Relationship Management Login – NOVAtime
crm.novatime.net

Salesnet CRM Solutions | Customer Relationship Management
www.salesnet.com

Customer satisfaction External links:

Wawa Customer Satisfaction Survey – Welcome
www.mywawavisit.com

Frisch’s Customer Satisfaction Survey – Welcome
myfrischsvisit.smg.com

Long John Silver’s Customer Satisfaction Survey – …
www.mylongjohnsilversexperience.com

Customer segmentation External links:

[PDF]Customer Segmentation Analysis – Mosbygrey
www.mosbygrey.com/pdf/tips/customer_seg_analysis.pdf

Strategic Marketing: Market And Customer Segmentation …
www.entrepreneur.com/article/272741

What is customer segmentation? – Definition from …
searchsalesforce.techtarget.com/definition/customer-segmentation

Customer service External links:

Customer Service – Wells Fargo
www.wellsfargo.com/help

ODJFS | Child Support Customer Service Portal
childsupport.ohio.gov

Entergy Online Customer Service Center
myaccount.entergy.com/eplus

Early adopter External links:

“Early Adopter” : Bitcoin – reddit.com
www.reddit.com/r/Bitcoin/comments/72p86u/early_adopter

[PDF]Early Adopter Jsp Standard Tag Library – dellemc.store
dellemc.store/early/adopter/early_adopter_jsp_standard_tag_library.pdf

Become a beta tester at ErliBird: The early adopter community
erlibird.com/beta-testers

End user External links:

End User Opt Out | TUNE Marketing Console
www.optoutmobile.com

End User License Agreement – PlayMaker CRM
app-cas.playmakercrm.com/Files

UI updates for Intune end user apps | Microsoft Docs
docs.microsoft.com/en-us/intune/whats-new-app-ui

Financial transaction External links:

SJSU Financial Transaction Services
fts.sjsu.edu/Preferences.aspx

SJSU Financial Transaction Services
fts.sjsu.edu/MainMenu.aspx

Financial Transaction Structuring – IRS Tax Map
taxmap.irs.gov/taxmap/ts0/financialtransacti_o_4316edc9.htm

Guided selling External links:

Shop Assistant | Smart Product Selectors for Guided Selling
www.onlineshopassistant.com

BB&T Business Guided Selling
www.bbt.com/bbtapps/recommendation-business

2g Guided Selling System | Reeb
reeb.com/2g

Intellectual property External links:

Patent & Intellectual Property Attorneys | Harness Dickey
www.hdp.com

ktMINE | Intellectual Property Data & Analytics Platform
www.ktmine.com

Bejin Bieneman PLC | Intellectual Property Attorneys
www.b2iplaw.com

Market segment External links:

MARKET SEGMENT – FNTG Solutions Partners
solutionpartners.fntg.com/MarketSegment.aspx

[PDF]JOB TITLE: Market Segment Leader – Wiseco
www.wiseco.com/PDFs/Careers/MarketSegmentLeader.pdf

Examples of Market Segmentation | Chron.com
smallbusiness.chron.com/examples-market-segmentation-14403.html

Quality management External links:

abaqis® | Quality Management System
www.abaqis.com

ASI DATAMYTE – The Global Leaders in Quality Management
www.asidatamyte.com

Quality Management Training Solutions from BSI
bsi.learncentral.com

Service level agreement External links:

[PDF]Service Level Agreement (SLA) Educationand E & O
www.uams.edu/campusop/depts/EO/Docs/SLA_Education.pdf

[DOC]Service Level Agreement (SLA) Template
www.slatemplate.com/ServiceLevelAgreementTemplate.doc

FMS Service Level Agreement Metric Reporting | …
nfc.usda.gov/FSS/Services/FMLOB/support/sla.php

Service sector External links:

[PDF]Service Sector Productivity and Economic Growth in …
www.imf.org/external/np/seminars/eng/2012/korea/pdf/lee.pdf

Service Sector – Investopedia
www.investopedia.com/terms/s/service-sector.asp

Six Sigma External links:

Six Sigma Certification and Training Courses | Lean 6 Sigma
6sigma.com

Lean Six Sigma Training & Certification – GoLeanSixSigma…
goleansixsigma.com

Lean Six Sigma | Greenville Technical College
www.gvltec.edu/leansixsigma/?trk=profile_certification_title

The Clientele External links:

The Clientele : NPR
www.npr.org/artists/15168320/the-clientele

Download Minotaur the clientele files – TraDownload
tradownload.biz/results/minotaur-the-clientele.html

The Clientele: Suburban Light Album Review | Pitchfork
pitchfork.com/reviews/albums/19257-suburban-light

Total quality management External links:

Florida ISO 9000 Total Quality Management Consulting
www.isoqualityconsulting.com

What is the Total Quality Management (TQM) Approach?
www.thebalance.com/total-quality-management-tqm-2221200

Total Quality Management – YouTube
www.youtube.com/watch?v=gJk_I1h914I

Categories: Documents