Best Practices for Managing Master Data Management and Voice of the Customer

G00249094

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Summary

VoC is becoming a key strategic initiative for customer experience leaders, but a lack of best practice applied to customer master data management is restricting the potential benefit. Without a holistic view of customer feedback, attempts to market, sell and support will often be ineffective.

Table of Contents

  • Introduction
  • Analysis
    • Develop a VoC-Driven MDM Vision
    • Develop a VoC-Driven MDM Strategy
    • Build a Hierarchy of VoC-Based MDM Metrics
    • Operationalize VoC-Centric Information Governance
    • Staff and Hire VoC-Centric MDM Organizational Roles and Responsibilities
    • Focus on the VoC Master Data Life Cycle
    • Evaluate VoC MDM Enabling Infrastructure Options
  • Recommended Reading
© 2013 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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