Building Block 5: IT Infrastructure and Technology

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.

INTEGRATION 

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.
 

• Investment is required to integrate customer systems to give management the accurate, available data it needs to make sound decisions. Your management and frontline employees can then deliver the experiences that customers expect from the brand. 

• To have a successful NPS System implementation, it is crucial to have the CXM system integrated with your organization infrastructure. Doing this will automate survey triggers and collect data back to the CRM system to capture customer feedback, both the score and verbatim. Also, trigger notifications to the supervisor managers are key to inform them about customer feedback and schedule time to follow up with the customers to close the loop, understand their issues and perform service recovery. 

• Having integration among customer systems allows NPS analysts to build dashboards to communicate and inform management regularly. It also enables the team to perform data analytics and apply the advanced method      to generate insights. 

PROCESSES 

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.

KEY TAKEAWAYS:

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.

1. Invest in integrating all customer systems to allow customer views; there are integration tools and data warehousing that enable this function.
2. Invest in developing processes to automate the request, collect and analyze customer feedback. 
3. As your organization gathers customer data to understand them better, you want to respect their privacy.