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 177 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, Gift economy, Greed and fear, Guided selling, Intellectual property, Market segment, Quality management, Service level agreement, Service sector, Six Sigma, Supply chain, The Clientele, Total quality management:
Customer Data Critical Criteria:
Collaborate on Customer Data leadership and sort Customer Data activities.
– 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?
– At what point will vulnerability assessments be performed once Customer Data is put into production (e.g., ongoing Risk Management after implementation)?
– 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?
– How do we make it meaningful in connecting Customer Data with what users do day-to-day?
– Does a massive loss of customer data necessarily imply poor engineering?
– What potential environmental factors impact the Customer Data effort?
– What customer data is necessary?
Customer centricity Critical Criteria:
Huddle over Customer centricity strategies and intervene in Customer centricity processes and leadership.
– What are your key performance measures or indicators and in-process measures for the control and improvement of your Customer Data processes?
– Can Management personnel recognize the monetary benefit of Customer Data?
Customer data integration Critical Criteria:
Adapt Customer data integration decisions and revise understanding of Customer data integration architectures.
– What knowledge, skills and characteristics mark a good Customer Data project manager?
– What are the Essentials of Internal Customer Data Management?
– How can the value of Customer Data be defined?
Customer delight Critical Criteria:
Analyze Customer delight leadership and plan concise Customer delight education.
– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Customer Data processes?
– Do you take into account the multiple points along the way, that could have been leveraged to increase customer delight?
– How do we measure improved Customer Data service perception, and satisfaction?
– Are accountability and ownership for Customer Data clearly defined?
Customer relationship management Critical Criteria:
Give examples of Customer relationship management visions and create Customer relationship management explanations for all managers.
– Given that we simply do not have the resources to save all the data that comes into an organization, what shall be saved and what shall be lost?
– Is there an integrated FAQ structure already in the exchange that can be tapped and expanded into the CRM for the agents?
– How do we deal with the most important challenge of a crm program: how do we get a single version of the customer truth?
– How does our CRM collaboration software integrate well with Google services like Google Apps and Google Docs?
– Do you really need to store every piece of information you collect (e.g., maybe you just need it one time)?
– How long (on average) between a potential issue being posted online and being flagged to the client?
– Have you integrated your call center telephony to your crm application?
– Do you have any proprietary tools or products related to social media?
– Is the user enabled and does the user have at least one security role?
– What are the basic activities of customer life-cycle management?
– What were the factors that caused CRM to appear when it did?
– Do you know which customers give you the best business?
– Does customer knowledge affect how loyalty is formed?
– What are the fastest growing CRM solutions right now?
– How can CRM be a source of competitive advantage?
– What are the objectives for voice analytics?
– How do customers communicate with you?
– Do they always buy the same thing?
– How many open tickets are there?
– Who are my customers?
Customer satisfaction Critical Criteria:
Infer Customer satisfaction failures and define what do we need to start doing with Customer satisfaction.
– 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?
– What other organizational variables, such as reward systems or communication systems, affect the performance of this Customer Data process?
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Customer Data?
– 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?
– How does the firm measure and monitor client service and customer satisfaction?
– What employee characteristics drive customer satisfaction?
– What are specific Customer Data Rules to follow?
Customer segmentation Critical Criteria:
Survey Customer segmentation tactics and reduce Customer segmentation costs.
– How do you determine the key elements that affect Customer Data workforce satisfaction? how are these elements determined for different workforce groups and segments?
– How do your measurements capture actionable Customer Data information for use in exceeding your customers expectations and securing your customers engagement?
– Are there any disadvantages to implementing Customer Data? There might be some that are less obvious?
Customer service Critical Criteria:
Extrapolate Customer service risks and finalize specific methods for Customer service acceptance.
– What external or societal factors are often used to group people together and affect the way members of a group are seen or perceived?
– You and your department should track problems that are reported by your customers. if you never track problems, how can you improve?
– How can we effectively communicate with someone who has difficulty with the english language?
– What specific aspects of our culture are impeding us in providing better Customer Service?
– What are good examples of us utilizing SMS as a Customer Service mechanism?
– What are some innate qualities or characteristics that make people unique?
– Can you deliver good Customer Service if employees do not report to duty?
– How did we get to the point that we need a Customer Service program?
– Ow often do you hear people complaining about poor Customer Service?
– Why would some people be reluctant to make eye contact with you?
– How often do you tell other people about your poor experience?
– Customer, User, direct and indirect is there a difference?
– Is social media the solution to bad Customer Service?
– What does a Customer Service culture look like?
– Do we offer Superior Customer Service?
– What about Customer Data Analysis of results?
– When Is Service Recovery Needed?
– What Do Customers Need?
– What are our values?
– So WHY Do WE Care?
Early adopter Critical Criteria:
Define Early adopter failures and observe effective Early adopter.
– 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 is the total cost related to deploying Customer Data, including any consulting or professional services?
End user Critical Criteria:
Meet over End user outcomes and learn.
– 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?
– Will the change have only minor impact on services provided to the end users if problems occur?
– What tools and technologies are needed for a custom Customer Data project?
– Is the change needed to restore immediate service to the end user?
– Will the change be visible only to a small group of end users?
– Will Customer Data deliverables need to be tested and, if so, by whom?
– 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?
– What are our Customer Data Processes?
Financial transaction Critical Criteria:
Chat re Financial transaction tactics and use obstacles to break out of ruts.
– 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?
– What are the minimum data security requirements for a database containing personal financial transaction records?
– How do senior leaders actions reflect a commitment to the organizations Customer Data values?
– Is Supporting Customer Data documentation required?
Gift economy Critical Criteria:
Match Gift economy decisions and describe which business rules are needed as Gift economy interface.
– Does Customer Data create potential expectations in other areas that need to be recognized and considered?
– Does Customer Data analysis show the relationships among important Customer Data factors?
– How would one define Customer Data leadership?
Greed and fear Critical Criteria:
Reason over Greed and fear outcomes and question.
– What vendors make products that address the Customer Data needs?
– What are the usability implications of Customer Data actions?
Guided selling Critical Criteria:
Wrangle Guided selling governance and assess what counts with Guided selling that we are not counting.
– How do we manage Customer Data Knowledge Management (KM)?
– What are current Customer Data Paradigms?
Intellectual property Critical Criteria:
Model after Intellectual property management and define what do we need to start doing with Intellectual property.
– 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)?
– During the last 3 years, have you received a complaint or an injunction arising out of intellectual property infringement, content or advertising?
– Do we aggressively reward and promote the people who have the biggest impact on creating excellent Customer Data services/products?
– 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?
– Who will provide the final approval of Customer Data deliverables?
– What are the long-term Customer Data goals?
Market segment Critical Criteria:
Extrapolate Market segment projects and cater for concise Market segment education.
– 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?
– 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?
– 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?
– What market segment(s) are served by the company?
Quality management Critical Criteria:
Design Quality management decisions and explain and analyze the challenges of Quality management.
– Who will be responsible for deciding whether Customer Data goes ahead or not after the initial investigations?
– What is the future of Data Quality management?
– Quality management -are clients satisfied?
– Who sets the Customer Data standards?
Service level agreement Critical Criteria:
Value Service level agreement tactics and report on the economics of relationships managing Service level agreement and constraints.
– 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?
– Are the vendor contracts deliverables-based, with specific Service Level Agreements (slas) including penalties and liquidated damages?
– What kinds of applications are expected or legally required to offer a sla Service Level Agreement?
– Who are the key service provider and customer contacts (name, phone number, email address)?
– What is the process that will be followed to resolve unplanned incidents?
– Are there encryption requirements, especially of off-line copies?
– What actions will be taken in the event of a serious disruption?
– What service(s) are being made available to what customers?
– What is the purpose of a IT Service Level Agreement?
– What services are NOT included in this SLA?
– Who is accountable for service delivery?
– What is the problem escalation process?
– How will the service be delivered?
– How many copies are required?
– What is it going to take?
– What is Data Protection?
– How do I write an SLA?
– Who prepares the SLA?
– What is In Scope?
– What is ITIL?
Service sector Critical Criteria:
Study Service sector goals and change contexts.
– 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?
– What are all of our Customer Data domains and what do they do?
Six Sigma Critical Criteria:
Accelerate Six Sigma failures and triple focus on important concepts of Six Sigma relationship management.
– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?
– Will Customer Data have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– What role does communication play in the success or failure of a Customer Data project?
– How is Lean Six Sigma different from TOGAF Architecture?
Supply chain Critical Criteria:
Differentiate Supply chain engagements and point out improvements in Supply chain.
– The pharmaceutical industry is also taking advantage of digital progress. It is using IoT for supply chain security in packaging and tracking of drugs. There are new companies using computer chips in pills for tracking adherence to drug regimens and associated biometrics. Using this as an example, how will we use and protect this sensitive data?
– How is the complex digital supply chain -where multiple downstream providers provide services for each other and data residence and transmission points are increasingly obscure -being dealt with from an audit perspective?
– Now that organizations have fine-tuned human performance, supply chain, operations, processes, cycle time, and other targeted areas, how can they continue to improve performance?
– Does Supply Chain Integration Mediate the Relationships between Product/Process Strategy and Service Performance?
– How can sluggish supply chains be empowered by IoT to make them more transparent and responsive?
– What makes cloud computing well suited for supply chain management applications?
– What are the roles of suppliers and supply chain partners in CRM?
– Do any suppliers in the supply chain have a dominating position?
– What is our current position within our supply chain?
– What is TESCM tax efficient supply chain management?
– How is the value delivered by Customer Data being measured?
– In HW, SW & Services we source from a global supply chain?
– What does the supply chain do with product data?
The Clientele Critical Criteria:
Revitalize The Clientele tasks and find the ideas you already have.
– Do those selected for the Customer Data team have a good general understanding of what Customer Data is all about?
– How will you know that the Customer Data project has been successful?
– How do we Improve Customer Data service perception, and satisfaction?
Total quality management Critical Criteria:
Steer Total quality management engagements and assess and formulate effective operational and Total quality management strategies.
– 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?
– What are your most important goals for the strategic Customer Data objectives?
– How does the organization define, manage, and improve its Customer Data processes?
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:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
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.
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 Integration – Just another Tamr Inc. Sites site
mParticle – The Customer Data Platform for Every Screen
Customer centricity External links:
Customer Centricity | Simul Corp
Customer Centricity – Peter Fader
Customer data integration External links:
Experian | Customer Data Integration CDI
Data Processing & Customer Data Integration (CDI) | Merkle
Customer Data Integration – Just another Tamr Inc. Sites site
Customer delight External links:
18 Inexpensive Customer Delight Ideas for eCommerce
[PDF]CUSTOMER DELIGHT IPS – Association Works
http://www.associationworks.com/Customer Delight Tips.pdf
Manager – Customer Delight – CiteHR
Customer relationship management External links:
Oracle – Siebel Customer Relationship Management
1workforce – Customer Relationship Management …
Oracle – Siebel Customer Relationship Management
Customer satisfaction External links:
Kroger Customer Satisfaction Survey – Welcome
McDVoice.com – McDonald’s Customer Satisfaction …
Taco Bell Customer Satisfaction Survey – Welcome
Customer segmentation External links:
What is customer segmentation? – Definition from …
What Is Customer Segmentation? A No-Frills Guide For …
[PDF]Customer Segmentation Analysis – Mosbygrey
Customer service External links:
Entergy Online Customer Service Center
ODJFS | Child Support Customer Service Portal
Customer Service – Kohl’s
Early adopter External links:
Early adopter JXTA (Book, 2001) [WorldCat.org]
early adopter – Wiktionary
Early adopter XQuery (Book, 2002) [WorldCat.org]
End user External links:
End User License Agreement – PlayMaker CRM
Financial transaction External links:
Labour calls for UK financial transaction tax
SJSU Financial Transaction Services
Financial Transaction Structuring – IRS Tax Map
Gift economy External links:
1-Man Gift Economy (@GamerCommunist) | Twitter
♡Gift Economy♡ Flashcards | Quizlet
Gift Economy International – Home | Facebook
Guided selling External links:
2g Guided Selling System | Reeb
Shop Assistant | Smart Product Selectors for Guided Selling
BB&T Business Guided Selling
Intellectual property External links:
Intellectual Property Law – AllLaw.com
Computer Crime and Intellectual Property Section …
http://www.justice.gov › … › About The Criminal Division › Sections/Offices
Patent & Intellectual Property Attorneys | Harness Dickey
Market segment External links:
Market Segment – Investopedia
[PDF]JOB TITLE: Market Segment Leader – Wiseco
Examples of Market Segmentation | Chron.com
Quality management External links:
Quality Management Training Solutions from BSI
abaqis® | Quality Management System
Service level agreement External links:
[DOC]Service Level Agreement (SLA) Template
[PDF]TEMPLATE Service Level Agreement (1)
[PDF]Service Level Agreement (SLA) – XO Communications
https://www.xo.com/sites/default/files/inline-files/DIA SLA Web.pdf
Service sector External links:
Service Sector – Investopedia
India’S Service Sector PPT – Scribd
Economic Census – Service Sector Statistics
Six Sigma External links:
Lean Six Sigma | Greenville Technical College
The Clientele External links:
The Clientele Discography at Discogs
The Clientele – Music for the Age of Miracles – Merge Records
The Clientele : NPR
Total quality management External links:
Total Quality Management (TQM) – Encyclopedia – …
[PDF]CHAPTER Total Quality Management – Wiley: Home
Total Quality Management Flashcards | Quizlet