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

Archived Published: 03 April 2013 ID: G00249094

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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
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