international conference on establishment surveys iii montreal, canada june, 2007 company-centric...
TRANSCRIPT
International Conference on Establishment Surveys IIIMontreal, CanadaJune, 2007
Company-Centric Communication Approaches for Business Survey Response Management
Robert MarskeLaurie ToreneMichael Hartz
Presented by Shirin Ahmed
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
What’s the complete picture when everyone has
only one piece ???
Program-Specific View:
Company-Centric View:
Census - Company Model . . . Before Relationship Management
Census - Company Model . . . With CRM
Original CRM Model
- Select a company
- Research the company
- Convene team meeting
- Contact the company
- Maintain relationship
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
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
Census - Company Model . . . With CROB
CROB(Resources& Support)
Contact Management Software - Company “Dashboard” View
Business Help Sitewww.census.gov/econhelp
Business Help Site – On-line services
business.census.gov
Remaining challenges:
- Security
- Becoming company-centric in an unchanged organizational structure
- Meeting business expectations
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.
