1. Back to basics Presented by: Daniel Mourad Date: 25 th May 2007

2. Start at the bottom Data quality implications Group exercise Tips & recommendations

3. Customer experience ROI for CRM Operational efficiency Reporting on Management Information Enhanced staff experience Data Quality Implications

4. Customer experience ROI for CRM Operational efficiency Reporting on Management Information Enhanced staff experience Data Quality Implications

5. Customer Experience Strong negative reaction to brand = 69% Direct Marketing Association and Planet Ark 2004 31% of consumers have ended relationships with an organisation due to miss-communications Royal Mail & Experian 2004

6. Customer experience ROI for CRM Operational efficiency Reporting on Management Information Enhanced staff experience Data Quality Implications

7. Customer experience ROI for CRM Operational efficiency Reporting on Management Information Enhanced staff experience Data Quality Implications

8. “Productivity, customer satisfaction, growth, and better opportunities to cross-sell and up-sell across the customer base are the primary benefits of improved address data quality.” Ted Friedman, Principal Analyst, Benefits of Data Quality Raising the stakes on address data quality Gartner White Paper, 2005

9. Customer experience ROI for CRM Operational efficiency Reporting on management information Enhanced staff experience Data quality implications

10. Customer experience ROI for CRM Operational efficiency Reporting on management information Enhanced staff experience

11. Start at the bottom Data quality implications Group exercise Tips & recommendations

12. Your Organisation Customer data collection Sponsorship Forms/Letters Telephone Voice/txt Interactive TV Web Live Call Centre Email

13. How contact data is used Your Organisation Marketing Customer service Distribution Billing Sales HR & payroll

14. Exercise

15. The data journey Data sourcesDatabase Data usage Call centres Internet Branches Other channels Service delivery Mail/Billing Analysis Other channels Primary Others

16. The data journey Data sourcesDatabase Data usage Call centres Internet Branches Other channels Service delivery Mail/Billing Analysis Other channels Primary Others

17. Start at the bottom Data quality implications Group exercise Tips & recommendations

18. Taking details and maintaining them

19. Getting details right from the start

20. Dan’s top tips for getting the basics right Start at the end Measure the data quality Data is always changing

21. QAS resources Account Manager Top ten tips for data management White paper

22. Thank you for listening Presented by: Daniel Mourad Date: 25 th May 2007 www.qas.co.uk