NPS
Transcript: A Prioritization list to be available on the intranet NPS Deliver CRM Team Review Delivery Time Too technical, problems in understanding the technical terms and not up-to date Stakeholder not confident in filling To push for better planning across teams so that work for CRM gets scheduled in at a reasonable time Knowledge Share & Need for more analysis The CRM Analyst should get involved in the value chain process at an earlier stage The Data brief should be prepared jointly by the data analyst, decision analyst and the stakeholder Increase quality of campaign design Reduce constant to-and-fro, hence save time Boost relationship with stakeholders Platform for knowledge transfer; Ex: the stakeholder will develop a better understanding of how to build the data brief template A prioritization list to be made available on the intranet Better planning across teams Perception of being understaffed No standard communicated delivery time Stakeholders hassled with constant chasing for data Face difficulty in forward planning To understand how the CRM team interacts with its Stakeholders and suggest recommendations that would improve the effectiveness of the team NPS Knowledgeable CRM to a play a consultative role 8 Department wise Response Too Technical, do-not understand many terms Not confident in filling the template Template is not up-to date eg. HEC delivery channel, Central Heating Care suppression can be excluded Just recipients of data No proactive role played to advice To start a CRM Insight Report To maintain a repository of campaign close-down reports which is accessible to all campaign managers Issue "Occasional superhuman powers for getting work done; but I do think you're consistently understaffed" (Pricing) 20 Delivery Time Q. Which department do you work for? Data Brief Template to be made more user-friendly by making the template up-to date and adding comment boxes to improve understanding "Great team, only reason I didn't score higher was because some of the processes (data briefs and data audits) take way too long" (Residential Marketing) Interviewed 40 stakeholders across 11 divisions and conducted a NPS Survey So what does that mean? CRM to play a Consultative Role Lack of consistent close-down delivery No common platform for knowledge share among teams Lack of cross-campaign integrated analysis CRM Team should play a more consultative role Objective Follow the new improved data brief template One-day educative seminar Shagun Varshney Better utilization of resources Increase in quality of work done "They deliver what is requested, but are not always proactive in making suggestions which add value" (B2B Marketing) Team perceived just as recipients of data request Does not play a proactive role in suggesting 'what better can be done' One-day seminar or joint meetings to be organized for Stakeholders to understand about suppression and technical terms involved 23% "The team is very knowledgeable and valuable, but it seems they are very overloaded and don't have the time to do anything other than the essential requirements. We always have to chase them" (B2B Communications) Knowledge share & need for more analysis Action "I wish I could get more advice from them" (New Business Communications) 53 Responses Approachable "CRM are really helpful when work is scheduled in. However, it can sometimes be difficult to get work on to the schedule"(Residential Communications) Thank You! A source of easy reference to study the performance of similar campaigns A source to do cross-campaign comparative analysis A source to view performance of campaigns ran be other campaign managers Data brief template Increase understanding and confidence in filling the data brief Increase understanding of how the CRM team can help them in their work Top view of current customer base Eg: consent split, acquisition split, number of CSS registrations etc. Consolidated account of campaign insights from latest campaigns executed in the month/ quarter Reason for Score What do they think? Excluding Insight team Q. Thinking about the feedback you gave, which of the following choices is most likely to have an influence on your answer? Helpful Friendly Organize a meeting to Jointly prepare data brief One-day educative seminar Increase focus on post-campaign analysis CRM Insight report More consistent close-down delivery Lack of consistent close-down delivery No common platform for knowledge share Lack of cross-campaign integrated analysis Add Value "Interaction with CRM are fine, although needs more focus on Relationship Marketing and not just data" (Residential Marketing) 31% "Very helpful however quite often there seems to be unnecessary process to follow which delays things - even for small minor items" (Insights) Develop better Integration among decision analytics, infrastructure and the execution team within CRM Presentation by: "Thanks for talking me through the new template. As discussed, I like the fact that we only have to fill
Prezi Present
Prezi Video
Prezi Design
