International Conference on Establishment Surveys III Montreal, Canada June, 2007 Company-Centric Communication Approaches for Business Survey Response.

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Presentation transcript:

International Conference on Establishment Surveys III Montreal, Canada June, 2007 Company-Centric Communication Approaches for Business Survey Response Management Robert Marske Laurie Torene Michael Hartz Presented by Shirin Ahmed

Why we’re here today: Effective communication with large companies is critical to complete, accurate, and timely survey response. Recent Census Bureau developments in Company communication: Background Customer Relationship Management model Relationship management evolves into company-centric Remaining challenges Next steps

What’s the complete picture when everyone has only one piece ??? Program-Specific View:

Company-Centric View:

Census - Company Model... Before Relationship Management

Census - Company Model... With CRM

Original CRM Model  - Select a company  - Research the company  - Convene team meeting  - Contact the company  - Maintain relationship

What we found: -- Companies are generally satisfied with their ongoing survey contacts -- They would like us to share the information they report to us (organizational) -- They want advance notice of changes and new surveys -- They like on-line services - They like reporting calendar information

How we responded: -- Institutionalized CRM Activities by Creating Customer Relationship and Outreach Branch -- Continue to Direct AM Program -- Assign CRM’s As Needed -- Improve Information Resources -- Improve Tools for Knowledge-Sharing -- Focus on Value-added for Data Providers -- Establish Policies -- Visit documentation policy -- Contact of Last Resort

Census - Company Model... With CROB CROB (Resources & Support)

Contact Management Software - Company “Dashboard” View

Business Help Site

Business Help Site – On-line services

business.census.gov

Remaining challenges: - Security - Becoming company-centric in an unchanged organizational structure - Meeting business expectations

Next Steps : -- Increase opportunities for comprehensive, cross-survey information sharing. -- Continue critical Account Manager relationships beyond the Economic Census period. - CROB will continue to be a laboratory for processes and tools, and to be a bully pulpit for customer- and company-centric interactions.

?? Questions ?? For more information: