InteractCM - Fact Sheet - CIQ Audit - Assessing People & Culture

Customer Information is an organisation's key strategic asset and as such, it is important to ensure that it is of the highest quality.

As part of the InteractCM's Customer Information Quality Audit, we assess the people and cultural factors in order to achieve a full understanding of where the organisation needs to improve in terms of the values, attitudes and behaviours associated with the effective management and utilisation of CI.

The people factors that can effect the quality of CI include a lack of awareness as to the importance of CI, a lack of awareness of why it is important that CI is of high standard, cumbersome work processes, a lack of understanding as to how customer information is utilised through out the organisation to increase the profits and add value, and a "near enough is good enough" culture.



	Customer-facing staff with little understanding of how Customer Information is utilised throughout the organisation
	Unable to contact customers due to incorrect contact details on file
	Knowledge workers who become frustrated with reports that have little meaning because the base data cannot be not trusted


	All employees have a full understanding of the importance of CI and its value to the organisation ensuring attitudes and behaviours that promote high quality Customer Information
	A culture will be created that supports a high quality of CI
	Through high quality Customer Information, it will be possible to accurately report on CI, enabling customer knowledge to be utilised within the organisation to make business decisions that ensure value is added to the organisation


Interact will ensure the delivery of a best practice cultural change program through:
	An overall assessment of the organisation's current customer culture
	An assessment of why the current culture is not achieving the best outcome of the organisation
	Consultation with relevant employess to accurately 'map' the desired culture against the existing culture
	Assistance in establishing staff attitudes and behaviours towards Customer Information to ensure effective cutomer management within the organisation
	Facilitation of the management of the change in culture

Please fill out the form below and we will get in contact regarding how we might assist you with this offering.

Your Details
Name:
Phone Number:
Email Address:
Organisation Name:

Return to the Customer Information page.

Top