- Touchpoint mapping
- Data dictionaries
- Cleaned and de-duplicated customer lists
- Standardized naming, geographies, company names, etc
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- Understand how you communicate with customers identify the kinds of data collected.
- List touchpoints where data collection is insufficient or non-existent
- Use one common customer list across all departments.
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- Leverage customer interactions for sales and marketing purposes
- Standardize customer data for inclusion in (future) CRM applications
- Create/improve business metrics (e.g. conversion stats, repeat buyer, customer tenure, use and contact occasions, etc.)
- Segment customers by importance/revenue, product usage, company type for use in marketing, sales, and customer service
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- Measure overall satisfaction, purchase intent and word-of-mouth
- Measure satisfaction with sales, product installation, product performance and customer service
- Measure same issues among execs and senior management
- Identify areas of high importance to customers but low performance by company.
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- Discover how satisfied your customers are
- Understand the key drivers of customer satisfaction
- Learn how satisfaction differs by customer segment
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- Allocate resources quickly to activities that are of greatest concern to customers
- Re-position or re-brand products based on their satisfaction quadrant
- Decrease inter-department conflicts; align execs and senior management around known customer issues
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