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International Conference on Establishment Surveys III Montreal, Canada June, 2007

International Conference on Establishment Surveys III Montreal, Canada June, 2007 Company-Centric Communication Approaches for Business Survey Response Management Robert Marske Laurie Torene Michael Hartz Presented by Shirin Ahmed. Why we’re here today:.

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International Conference on Establishment Surveys III Montreal, Canada June, 2007

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  1. International Conference on Establishment Surveys III Montreal, Canada June, 2007 Company-Centric Communication Approaches for Business Survey Response Management Robert Marske Laurie Torene Michael Hartz Presented by Shirin Ahmed

  2. 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

  3. Program-Specific View: What’s the complete picture when everyone has only one piece ???

  4. Company-Centric View:

  5. Census - Company Model . . . Before Relationship Management

  6. Census - Company Model . . . With CRM

  7. - Select a company - Research the company - Convene team meeting - Contact the company - Maintain relationship Original CRM Model

  8. 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

  9. 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

  10. Census - Company Model . . . With CROB CROB (Resources & Support)

  11. Contact Management Software - Company “Dashboard” View

  12. Business Help Sitewww.census.gov/econhelp

  13. Business Help Site – On-line services

  14. business.census.gov

  15. Remaining challenges: • - Security • - Becoming company-centric in an unchanged organizational structure • - Meeting business expectations

  16. 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.

  17. ??Questions?? For more information: rmarske@census.gov

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