The Secret To Better Customer Service: High Data Quality

December 13th, 2011

Kate Leggett VP, Principal Analyst

Rob Karel

With contributor:

Stephen Powers

Summary

Business process professionals supporting customer service operations understand the need for data but do little to take responsibility for its quality. Data management professionals, on the other hand, drive master data management (MDM) strategies to ensure delivery of a single trusted enterprise view of data to the business, but they struggle to engage business stakeholders to support and participate in traditionally IT-driven data quality efforts. IT must partner with business process pros supporting customer service operations and change the conversation to focus on the quantifiable business impacts of poor data quality — such as increased operational costs and lower customer satisfaction scores — and craft a solid business case to drive data improvements.

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