More organisations are becoming aware that business success is highly dependent on how well information policies and practices are implemented and then adapted as business goals and market conditions evolve.
If you can provide the right people with the right information at the right time, you will see improved information sharing and decision making in your company.
Three practical benefits of Information Governance for business units include:
Improved Customer Service
Customer service staff can quickly find all of the information they need about a customer and their transactions. This enables the organisation to answer more customer queries first time, on the first call – resulting in happier customers
Shorter Sales Cycles
With contextual information, salespeople can better analyse trends, develop compelling sales messages and close more business
Improved Market Intelligence
By gathering all relevant information on customers and buying trends, more effective Customer Relationship Management and Marketing programmes can be developed, executed and measured
These three business benefits rely on the ability to create a ‘single source of the truth’ – one version of information that can be accessed when required. For example, where duplicate copies exist errors and risk creep in. Then incorrect information is fed into basic, essential business tasks such as taking orders, shipping products and receiving payments, rendering them both ineffective and costly.
Information Governance and Sales, Marketing & Customer Experience
Two thirds of business leaders in a recent Deloitte study cited ‘the overwhelmed employee’ as a top business challenge. So, the ability to better manage information to ensure that employees only have access to the information they need helps to increase productivity and profit.
Information Governance for Sales, Marketing & Customer Experience should:
- Include line of business staff in the Information Governance council from the outset
- Ensure that business users define the value of the information they are using
- Ensure that the information access methods defined for Information Governance are as close as possible to the user’s natural work practices
- Automate as much of the categorisation, classification and tagging of information as possible
- Fully understand where information resides to provide best value for users (while also complying with Information Governance access and security guidelines)
- Fully understand when information can be removed from corporate systems and what the process is for disposal