Oliver Brough Wednesday, 8 th December 2004 The Customer Data Journey
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 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
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
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
Customer Data Journey Name: Emily Reeve Age:28 years Work: Campaign Manager Lives: Rents in Richmond Car: Ford KA, Black
Customer acquisition and interaction
Customer Data Journey Customer acquisition and interaction Customer maintenance + data standardisation
Customer Data Journey Customer acquisition and interaction Customer maintenance + data standardisation Ongoing data currency and validity
Customer Data Journey Customer acquisition and interaction Customer maintenance + data standardisation Ongoing data currency and validity Support + Investment
Challenges Inefficient customer interactions Inaccurate & incomplete contact data No ‘common data standards’ Data out of date very quickly Difficult to measure benefit
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
Your Organisation Customer Data Collection Letter Phone Document Scanning Web Face to Face
Clean & Maintain Applications/Databases
“To delight our customers and be the Technical Support team that everyone in software will want to benchmark against.” Technical Support The Vision
Professional Services
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