International Conference on Establishment Surveys III Montreal, Canada June, 2007 Company-Centric...

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.

???? QuestionsQuestions ????

For more information: rmarske@census.gov