1. International Conference on Establishment Surveys III Montreal, Canada June, 2007 Company-Centric Communication Approaches for Business Survey Response Management Robert Marske Laurie Torene Michael Hartz Presented by Shirin Ahmed

2. Why we’re here today: Effective communication with large companies is critical to complete, accurate, and timely survey response. Recent Census Bureau developments in Company communication: Background Customer Relationship Management model Relationship management evolves into company-centric Remaining challenges Next steps

3. What’s the complete picture when everyone has only one piece ??? Program-Specific View:

4. Company-Centric View:

5. Census - Company Model... Before Relationship Management

6. Census - Company Model... With CRM

7. Original CRM Model  - Select a company  - Research the company  - Convene team meeting  - Contact the company  - Maintain relationship

8. What we found: -- Companies are generally satisfied with their ongoing survey contacts -- They would like us to share the information they report to us (organizational) -- They want advance notice of changes and new surveys -- They like on-line services - They like reporting calendar information

9. How we responded: -- Institutionalized CRM Activities by Creating Customer Relationship and Outreach Branch -- Continue to Direct AM Program -- Assign CRM’s As Needed -- Improve Information Resources -- Improve Tools for Knowledge-Sharing -- Focus on Value-added for Data Providers -- Establish Policies -- Visit documentation policy -- Contact of Last Resort

10. Census - Company Model... With CROB CROB (Resources & Support)

13. Contact Management Software - Company “Dashboard” View

14. Business Help Site www.census.gov/econhelp

15. Business Help Site – On-line services

17. business.census.gov

18. Remaining challenges: - Security - Becoming company-centric in an unchanged organizational structure - Meeting business expectations

19. Next Steps : -- Increase opportunities for comprehensive, cross-survey information sharing. -- Continue critical Account Manager relationships beyond the Economic Census period. - CROB will continue to be a laboratory for processes and tools, and to be a bully pulpit for customer- and company-centric interactions.

20. ?? Questions ?? For more information: rmarske@census.gov