"Technology is nothing, What's important is that you have a faith in people, that they're basically good and smart, and if you give them tools, they'll do wonderful things with them."
~ Steve jobs
Connecting disparate systems in your organization is not a small task and requires investment in both technology and automation. CRM, ERP, and CXM systems must be connected to have customer data available for frontlines and managers, ensuring their ability to function day-to-day. It will also guarantee that decision-making is sound and based on customer data.
Typically, as an organization grows silos grow with it, and multiple customer systems get added for specific functions. This makes it challenging to have a holistic view of the customer, as personal interactions are lost.
Building a sophisticated NPS System requires designing processes that can automate requesting, capturing and analyzing customer feedback while also creating customer samples that do not overburden customers with feedback requests. You may also need to consider the time of the day or week, enhanced customer privacy, country-specific legal privacy laws, and other such variables.
As your organization continues collecting customer data, IT and its business partners need to create processes to clean customer data to ensure its accuracy. It is an investment to develop those processes and use tools to perform the job. The objective is that when you apply advanced analytics, AI, and ML these advanced functionalities have the accurate data required to create a trusted outcome.
BIG DATA & PRIVACY
Your organization is collecting more data than ever before, and these data stacks need to be carefully managed. Customer data architecture reveals customer profile information, transactions, operations, history usage, and what customers like and dislike from their past interactions with you, as well as other behaviors that customers share with your brand.
While you want, and in some places legally need, to have your customers' permission to collect their data, let them have control, adjusting according to their preferences on what they want to share. This allows you to know when it's appropriate to use the information on their experiences with your organization. Most importantly, it builds trust and loyalty with the brand.
To implement a sophisticated and successful NPS System, the NPS team should work very closely with IT to ensure there is sufficient investment and resources.
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