Gartner Research

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

Published: 03 April 2013

ID: G00249094

Analyst(s): Bill O'Kane, Jim Davies

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
  • Key Challenges

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

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