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  4. Der optimale Weg zur Customer Centricity liegt in der Vermeidung oder der nahtlosen Verknüpfung von Datensilos

Der optimale Weg zur Customer Centricity liegt in der Vermeidung oder der nahtlosen Verknüpfung von Datensilos

Dass Kundendaten der elementare Bestandteil jedes Customer Relationship Marketings sind, ist eine Binsenweisheit. Doch obwohl diese Erkenntnis alles andere als neu ist, gerät sie bei Investitionen in Software für Unternehmen zu oft ins Hintertreffen. Die Folge sind singuläre IT-Lösungen, in denen die wertvollen Daten jeweils in einem separaten Datensilo landen - ohne dass sie übergreifend verfügbar sind.

 

Datenverluste entlang der CRM-Kette


Das Customer Relationship Management zielt darauf, Geschäftsstrategien und -strukturen kundenorientiert auszurichten. Das führt dazu, dass sich der Kunde an jeder Stelle gut aufgehoben fühlt und die Bindung an einen Anbieter erhöht wird. Der Schlüssel dazu ist eine konsequente Nutzung der Kundendaten. Welche Vorgaben hat der Kunde? Welches sind die Ansprechpartner in den Abteilungen? Welche Besonderheiten sind zu beachten? Entsprechend sammeln die verschiedenen Bereiche eines Unternehmens die jeweils relevanten Erkenntnisse und Daten über einen Kunden und verwahren diese in ihren Softwareanwendungen. Allzu häufig aber bleiben diese Informationen im Silo der jeweiligen Anwendung und stehen der in der nächsten Abteilung verwendeten Software nicht zur Verfügung. Angesichts der ständig wachsenden Zahl immer feiner spezialisierter Softwarelösungen für alle Aspekte des Kundenkontakts entstehen so mitunter große und auch wertvolle Datensammlungen, deren volles Potenzial aber zu oft nicht ausgenutzt wird. So wird oft in jeder Software ein neues Kundenprofil angelegt, das zum Teil dieselben Daten enthält wie das nächste Programm, zum Teil aber eben auch die Daten in anderen Anwendungen sinnvoll ergänzen könnte. Im Zeitalter digitalen Marketing entstehen so Lücken im CRM, die sich negativ auf die erhoffte Kundenbindung auswirken können.
 

Neue Anforderungen für IT-Akquisitionen


Aktuellen Erkenntnissen zufolge wird sich dieser Trend noch weiter fortsetzen. Folgt man den Prognosen der Marktbeobachter, so wird sich die Zahl der Anbieter in den nächsten Jahren vervielfachen und die Landschaft der Angebote noch weiter diversifizieren. Mit der weiteren Spezialisierung mag sich die zielgenaue Kundenbindung an den einzelnen Kontaktpunkten noch weiter verbessern lassen, einer durchgehenden Verfügbarkeit von Kundendaten und Informationen ist sie aber sicher eher abträglich. Mit dem breiteren Angebot verfügbarer Lösungen in der Marketingtechnologie wird es immer unwahrscheinlicher, dass einzelne Softwarelösungen mit allen anderen im Unternehmen harmonisieren. Daraus ergeben sich neue Anforderungen bei der Akquise neuer Technologien im Unternehmen. Bei der Anschaffung neuer Programme sollte möglichst die IT-Abteilung beratend mit hinzugezogen werden, damit die Kompatibilität mit bereits bestehenden Anwendungen überprüft werden kann. Dem sollte eine Bestandsaufnahme und Analyse eben jener bereits existierender Programme vorangehen. Auf diese Weise lassen sich Datensilos ebenso wie unvollständige Datensätze identifizieren, zudem gibt es möglicherweise Lösungen, wie Kundenprofile in den verschiedenen Systemen zusammengeführt werden können. Eine enge Zusammenarbeit mit der IT dürfte angesichts des immer vielseitiger werdenden Softwaremarkts immer bedeutsamer werden, um ein optimales Customer Relationship Marketing möglich zu machen.

Mittlerweile gibt es auch Serviceplattformen, wie Mintea.io (www.mintea.io), die den Abgleich von Daten über Datensilogrenzen hinweg ermöglichen. Somit kann man auch bei einer heterogenen Infrastruktur die Customer Journey optimal abgestimmt werden.

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