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 183 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:
Consolidate Customer Data planning and overcome Customer Data skills and management ineffectiveness.
– 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?
– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?
– Will Customer Data have an impact on current business continuity, disaster recovery processes and/or infrastructure?
– What about other business related data, such as, customer data, supplier data, or spatial data?
– Does a massive loss of customer data necessarily imply poor engineering?
– Does the Customer Data task fit the clients priorities?
– Who needs to know about Customer Data ?
– What customer data is necessary?
Customer centricity Critical Criteria:
Meet over Customer centricity projects and figure out ways to motivate other Customer centricity users.
– How can we incorporate support to ensure safe and effective use of Customer Data into the services that we provide?
– Are we making progress? and are we making progress as Customer Data leaders?
– What vendors make products that address the Customer Data needs?
Customer data integration Critical Criteria:
Collaborate on Customer data integration planning and find out.
– What will be the consequences to the business (financial, reputation etc) if Customer Data does not go ahead or fails to deliver the objectives?
– Do those selected for the Customer Data team have a good general understanding of what Customer Data is all about?
– Who will be responsible for deciding whether Customer Data goes ahead or not after the initial investigations?
Customer delight Critical Criteria:
Experiment with Customer delight management and question.
– Do you take into account the multiple points along the way, that could have been leveraged to increase customer delight?
– Who will be responsible for making the decisions to include or exclude requested changes once Customer Data is underway?
– What are our needs in relation to Customer Data skills, labor, equipment, and markets?
Customer relationship management Critical Criteria:
Nurse Customer relationship management results and cater for concise Customer relationship management education.
– In CRM we keep record of email addresses and phone numbers of our customers employees. Will we now need to ask for explicit permission to store them?
– What is the value of integrating social intelligence listening and engagement into the CRM your business is using?
– Are there any call deflection user stories implemented already in the existing exchange/CRM system?
– What methodology do you use for measuring the success of your social media programs for clients?
– What IT infrastructure do we have and what do we need to support the future organization needs?
– Is the Customer Satisfaction Process something which you think can be automated via an IVR?
– Is there a minimum set of languages that need to be covered by translation services?
– Can you make product suggestions based on the customers order or purchase history?
– Which Customers just take up resources and should be considered competitors?
– What are the basic activities of customer life-cycle management?
– CRM and Customer Service: Strategic Asset or Corporate Overhead?
– What are some of the ways CRM increases our companys revenues?
– Do you offer social media training services for clients?
– What is the recovery time objective for the application?
– Do you offer value to visitors coming to your website?
– Do you have any monthly volumes of Outbound Calls?
– How can CRM be a source of competitive advantage?
– How long should e-mail messages be stored?
– Is CRM Worth It?
Customer satisfaction Critical Criteria:
Co-operate on Customer satisfaction outcomes and visualize why should people listen to you regarding 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?
– How does the company manage the design and delivery of products and services that promise a high level of customer satisfaction?
– In what ways are Customer Data vendors and us interacting to ensure safe and effective use?
– How does the firm measure and monitor client service and customer satisfaction?
– What employee characteristics drive customer satisfaction?
– How can skill-level changes improve Customer Data?
Customer segmentation Critical Criteria:
Interpolate Customer segmentation quality and intervene in Customer segmentation processes and leadership.
– How do we measure improved Customer Data service perception, and satisfaction?
– Do you monitor the effectiveness of your Customer Data activities?
– What are the short and long-term Customer Data goals?
Customer service Critical Criteria:
Shape Customer service goals and devote time assessing Customer service and its risk.
– Considering a small independently-owned business and large company that both provide excellent Customer Service – which type of company are you willing to spend more with?
– The fine line in retaining a customer or developing a critic, often boils down to the right Customer Service strategy. how can we delight customers in every interaction?
– What are some strategies to use in order to avoid words or phrases that may negatively affect your relationship with your customer?
– How long does it take to resolve an issue (e.g., time to receive answer to your question, time to receive permit, etc.)?
– Do the functional areas need business process integration (e.g., order entl. billing, or Customer Service)?
– Remember when you were young and felt that adults didnt understand or care about your wants or needs?
– How can recognition of the cultural value of importance of family be helpful in Customer Service?
– What are acceptable techniques for directing a customer to the Customer Service department?
– What is the best virtual hosted PBX platform to use for our phone Customer Service team?
– What kind of qualities would staff members who deliver stellar Customer Service possess?
– Why would some people be reluctant to make eye contact with you?
– Do we think that we are on the right track with our responses?
– Customer Service: How can social CRM improve service quality?
– What is the percentage of calls transferred to you?
– What systems and procedures do we have in place?
– What does good Customer Service actually mean?
– What is the percentage of calls you transfer?
– Do we track problems, so we can improve?
– Who is the customer to us?
Early adopter Critical Criteria:
Bootstrap Early adopter tactics and simulate teachings and consultations on quality process improvement of 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?
– How do senior leaders actions reflect a commitment to the organizations Customer Data values?
– What is Effective Customer Data?
End user Critical Criteria:
Illustrate End user quality and check on ways to get started with End user.
– 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?
– How does the vendor handle software and hardware maintenance, end user support, and maintenance agreements?
– Will the move to cloud computing shorten the time it takes to deliver functional enhancements to end users?
– Among the Customer Data product and service cost to be estimated, which is considered hardest to estimate?
– 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 knowledge, skills and characteristics mark a good Customer Data project manager?
– 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?
– What are the barriers to increased Customer Data production?
– 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?
Financial transaction Critical Criteria:
Check Financial transaction projects and simulate teachings and consultations on quality process improvement of Financial transaction.
– What are the minimum data security requirements for a database containing personal financial transaction records?
– How do we ensure that implementations of Customer Data products are done in a way that ensures safety?
Gift economy Critical Criteria:
Add value to Gift economy planning and report on developing an effective Gift economy strategy.
– Do we monitor the Customer Data decisions made and fine tune them as they evolve?
– How to deal with Customer Data Changes?
Greed and fear Critical Criteria:
Chart Greed and fear leadership and budget for Greed and fear challenges.
– Who are the people involved in developing and implementing Customer Data?
– What is the purpose of Customer Data in relation to the mission?
– Are accountability and ownership for Customer Data clearly defined?
Guided selling Critical Criteria:
Map Guided selling engagements and be persistent.
– What are our best practices for minimizing Customer Data project risk, while demonstrating incremental value and quick wins throughout the Customer Data project lifecycle?
– Why is Customer Data important for you now?
Intellectual property Critical Criteria:
Focus on Intellectual property planning and shift your focus.
– 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?
– What are the disruptive Customer Data technologies that enable our organization to radically change our business processes?
– 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?
– Think of your Customer Data project. what are the main functions?
Market segment Critical Criteria:
Adapt Market segment governance and give examples utilizing a core of simple Market segment skills.
– 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?
– 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?
– How do we know that any Customer Data analysis is complete and comprehensive?
– Which of the market segments will be the target market for this campaign?
– What market segments or industries does the CSP intend to serve?
– How do we Improve Customer Data service perception, and satisfaction?
– What market segment(s) are served by the company?
Quality management Critical Criteria:
Powwow over Quality management leadership and customize techniques for implementing Quality management controls.
– What new services of functionality will be implemented next with Customer Data ?
– To what extent does management recognize Customer Data as a tool to increase the results?
– What tools and technologies are needed for a custom Customer Data project?
– What is the future of Data Quality management?
– Quality management -are clients satisfied?
Service level agreement Critical Criteria:
Learn from Service level agreement strategies and devote time assessing Service level agreement and its risk.
– Determine if the data center has Service Level Agreements with the clients it serves. if so, do they measure themselves for compliance with the agreement?
– Do you really care about the Service Level Agreement sla of your underlying cloud platform paas or iaas?
– How will the SLA be terminated if either party wants to terminate either for cause or for convenience?
– Are the contracts with vendors current, and does it include and appropriate Service Level Agreements?
– Who are the key service provider and customer contacts (name, phone number, email address)?
– What are the hours of operation (regular business hours and after hours support)?
– Are there encryption requirements, especially of off-line copies?
– What simple ways can we improve our valued customers experience?
– Availability of a machine, service, particular operation?
– Are there Data Dependencies or Consistency Groups?
– What is the retention period of the data?
– What is the problem escalation process?
– What will it take to make it work?
– How will the service be delivered?
– Do any copies need to be off-site?
– What services are NOT included?
– How will service be delivered?
– What services are provided?
– What is Data Protection?
– How do I write an SLA?
Service sector Critical Criteria:
Guard Service sector risks and report on the economics of relationships managing Service sector and constraints.
– What other jobs or tasks affect the performance of the steps in the Customer Data process?
– Who will be responsible for documenting the Customer Data requirements in detail?
Six Sigma Critical Criteria:
Value Six Sigma goals and adopt an insight outlook.
– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?
– How is lean six sigma different from TOGAF architecture?
– How do we go about Comparing Customer Data approaches/solutions?
– Are there Customer Data Models?
Supply chain Critical Criteria:
Consider Supply chain management and stake your claim.
– 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?
– There is a need to determine where value is added in the supply chain what are the expectations of each stakeholder in the supply chain?
– To change the nature of the relationship in the supply chain where should we go and what leverage opportunity could be applied?
– Does Supply Chain Integration Mediate the Relationships between Product/Process Strategy and Service Performance?
– How do supply chain management systems coordinate planning, production, and logistics with suppliers?
– 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?
– How important is Customer Data to the user organizations mission?
– What are the roles of suppliers and supply chain partners in CRM?
– Do any suppliers in the supply chain have a dominating position?
– What are the Key enablers to make this Customer Data move?
– What and where are the value changes in the supply chain?
– What is our current position within our supply chain?
– What is TESCM tax efficient supply chain management?
– In HW, SW & Services we source from a global supply chain?
The Clientele Critical Criteria:
Derive from The Clientele tactics and test out new things.
– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Customer Data?
– Where do ideas that reach policy makers and planners as proposals for Customer Data strengthening and reform actually originate?
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Customer Data?
Total quality management Critical Criteria:
Think carefully about Total quality management outcomes and point out improvements in Total quality management.
– What business benefits will Customer Data goals deliver if achieved?
– What are the usability implications of Customer Data actions?
– What are internal and external Customer Data relations?
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 Platform (CDP): Listen. Learn. Execute – …
Customer Data Dial – Welcome | USPS
mParticle – The Customer Data Platform for Every Screen
Customer data integration External links:
Data Processing & Customer Data Integration (CDI) | Merkle
Customer Data Integration | CDI | MuleSoft
Customer Data Integration and Master Data Management
Customer delight External links:
Customer Care – Our Goal is Customer Delight – Sphera
Brewstew – Crazy Customer Delight – YouTube
Customer Delight is About Giving Little Unexpected Extras
Customer relationship management External links:
How to Write a Customer Relationship Management Plan
Customer Relationship Management | CRM Software – Vtiger
Agile CRM – Customer Relationship Management
Customer satisfaction External links:
Big Lots! Customer Satisfaction Survey
Customer Satisfaction: Surveys, Questions & Templates
Weis Customer Satisfaction Survey
Customer segmentation External links:
What is customer segmentation? | Mind of Marketing
What is customer segmentation? – Definition from …
Customer Segmentation – SurveyMethods
Customer service External links:
Customer Service Center – Washington Gas eService Center
CW Title – customer service
ODJFS | Child Support Customer Service Portal
Early adopter External links:
Early Adopter Program – The personal robot | temi
Early Adopter – Investopedia
The Samsung Nation “Early Adopter” Sweepstakes
End user External links:
[PDF]Aggregation Services End User Terms – Charles Schwab
[PDF]AP-197 Dyed Diesel Fuel End User Signed Statement …
End User License Agreement | HP® Customer Support
Financial transaction External links:
SJSU Financial Transaction Services
What is FINANCIAL TRANSACTION – Black’s Law Dictionary
Financial Transaction Control Procedures Guide
Gift economy External links:
Gift Economy – Home | Facebook
What is a gift economy? – Alex Gendler | TED-Ed
The Political Gift Economy – emptywheel
Greed and fear External links:
Greed and fear in multiperson social dilemmas – ScienceDirect
A Fund for Greed and Fear – Morningstar
Guided selling External links:
Shop Assistant | Smart Product Selectors for Guided Selling
Guided Selling | ClearSlide
What is Guided Selling? (White Paper) – Unboxed Technology
Intellectual property External links:
Knobbe Martens Intellectual Property Law
Intellectual Property | Instagram Help Center
Intellectual Property : Law360 : Legal News & Analysis
Market segment External links:
Market Segmentation – Encyclopedia – Business Terms | Inc.…
Best’s Market Segment Outlooks
What Is the Market Segment of a Bakery? | Chron.com
Quality management External links:
Quality Management Training Solutions from BSI
abaqis® | Quality Management System
Login – ASCWebQI – Quality Management Tools
Service level agreement External links:
[PDF]Standard Service Level Agreement Form
What is a Service Level Agreement? | Palo Alto Networks
Service Level Agreement – Fleet Maintenance Software
Service sector External links:
India’S Service Sector PPT – Scribd
Service Sector – Investopedia
[PDF]Service Sector Productivity and Economic Growth in Asia
Six Sigma External links:
Lean Six Sigma Training & Certification – …
Six Sigma Definition – What is Lean Six Sigma? | ASQ
Six Sigma Certification and Training Courses | Lean 6 Sigma
Supply chain External links:
Reverse Supply Chain Solutions | Liquidity Services
CaseStack Supply Chain Solutions
Supply Chain Online Request Express
The Clientele External links:
The Clientele – Music for the Age of Miracles – Merge Records
The Clientele Discography at Discogs
The Clientele: Suburban Light Album Review | Pitchfork
Total quality management External links:
[PDF]CHAPTER Total Quality Management – Wiley: Home
What is the Total Quality Management (TQM) Approach?
Total Quality Management – Introduction