Engaging with customers and providing an excellent customer experience depends on several capabilities:
- having the right customer facing tools and technologies,
- integrating internal sources of customer information to provide a clear picture of who they are,
- and providing content needed to solve problems and meet customer needs in the context of their task.
The last is particularly challenging and requires that marketing organizations remove sources of friction in the content creation and management process.
In this month’s executive roundtable, we will discuss how improvements to search, content processes and data quality can all be achieved through a multi-faceted program to streamline knowledge management and collaboration and metrics that tie together seemingly disparate processes – such as customer satisfaction scores with data quality.