InteractCM - Fact Sheet - Creating Customer Centric Culture

InteractCM realises that to achieve high standards of Customer Information (CI) it is important that a "customer culture" is achieved with the employees who are responsible for data entry.

When employees adopt the value and belief that customer information is an organisational resource and truly understand how customer information contributes to organisational value they are more likely to ensure that the customer information is of a high quality.

To achieve this, InteractCM offers a comprehensive cultural change methodology that is tailored to each organisation and is directly focused on attitudes and behaviours regarding customer information.



	In most organisations CI collected and used in legacy or product systems is for administrative or operational purposes. Often this data is inadequate for use for one-to-one, relationship management purposes.
	If CI is not seen as an organisational resource, employees are less likely to ensure it is of a high standard.
	If CI is not of a high standard, it will significantly inhibit fully utilisation of the Customer database
	Missing key information such as date of birth and email address


	Improves the standard of the organisation's customer information and reduces costly errors in terms of duplicate records and erroneous data.
	Enables the data to be utilised in acquiring knowledge about the customer and adding value to the organisation.
	Employees fully embrace the concept that customer information is an organisational resource.


InteractCM will ensure the delivery of a best practice cultural change program through:
	An overall evidenced-based assessment of the organisation's current attitudes and behaviours regarding customer information.
	Understanding the difference between CI which is 'fit for use' for administrative or operational purposes and that which is 'fit for use' for relationship management purposes
	Mapping the desired culture in regard to customer information
	Identify gaps between the current and desired cultures
	Development of a strategy for cultural change by comparing the two 'maps'
	A practical and actionable plan is then developed and implemented to achieve a shift from the current culture to a culture that believes that CI is an organisational asset

Please fill out the form below and we will get in contact regarding how we might assist you with this offering.

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