1. Back to basics Presented by: Julie Duncan Date: 14 th June 2007

2. Start at the bottom Data quality implications Group exercise Tips & recommendations

3. The Facts… “In the UK only 26% of companies have an organisation wide, formal documented data management strategy.” Dynamic Markets white paper "How well do you know your customers?” July 2005

4. Customer experience ROI for CRM Operational efficiency Enhanced staff experience Data Quality Implications

5. Customer experience ROI for CRM Operational efficiency Enhanced staff experience Data Quality Implications

6. Customer Experience Strong negative reaction to brand = 69% Direct Marketing Association and Planet Ark 2004 31% of consumers have ended relationships with an organisation due to miscommunications Royal Mail & Experian 2004

7. Customer experience ROI for CRM Operational efficiency Enhanced staff experience Data Quality Implications

8. Customer experience ROI for CRM Operational efficiency Enhanced staff experience Data Quality Implications

9. “Productivity, customer satisfaction, growth, and better opportunities to cross-sell and up-sell across the customer base are the primary benefits of improved address data quality.” Ted Friedman, Principal Analyst, Benefits of Data Quality Raising the stakes on address data quality Gartner White Paper, 2005

10. Customer experience ROI for CRM Operational efficiency Enhanced staff experience Data quality implications

11. Start at the bottom Data quality implications Group exercise Tips & recommendations

12. Your Organisation Customer data collection Sponsorship Forms/Letters Telephone Voice/txt Interactive TV Web Live Call Centre Email

13. How contact data is used Your Organisation Marketing Customer service Distribution Billing Sales HR & payroll

14. Group Exercise The data Journey Data sourcesDatabase Data usage Call centres Internet Branches Other channels Service delivery Mail/Billing Analysis Other channels Primary Others

15. Group Exercise The data Journey Data sourcesDatabase Data usage Call centres Internet Branches Other channels Service delivery Mail/Billing Analysis Other channels Primary Others How many call centres/ staff? Inbound or outbound calls? What volumes of addresses being entered & how long doesit take? Are you selling via your website? How many hits? How many drop-offs? How many orders? How easy to place an order? How many branches? Registration or application forms? How many on a daily basis? How long to complete the address section? Telephone? Email? Sponsorship forms? What application(s) are you using? What are they being using for?

16. The data journey Data sourcesDatabase Data usage Call centres Internet Branches Other channels Service delivery Mail/Billing Analysis Other channels Primary Others Do you have goods being shipped? Any SLA’s? Any penalties? How many items mailed daily? How many items of returned mail? How many returned invoices & at what cost? Do you provide reports to management? How accurate are these reports? What else do you use data for? Marketing? Invitations? Outbound calling?

17. Start at the bottom Data quality implications Group exercise Tips & recommendations

18. Getting details right from the start

19. QuickAddress Batch

20. Top tips for getting the basics right Start at the end Measure the data quality Data is always changing

21. Thank you for listening …. Any Questions Presented by: Julie Duncan Date: 14 th June 2007 www.qas.co.uk