Quality Control
Term from the CRM Lexicon
Definition
Quality control in CRM ensures that customer data is maintained completely, correctly, and consistently. It includes regular checks of master data, duplicate cleansing, and validation of input fields.
Modern CRM systems offer automated checking mechanisms and workflows to ensure data quality.
Quality control in CRM is systematically and multidimensionally structured. It includes:
- Data maintenance through clear responsibilities
- Process control through automated workflows
- System monitoring through audits and feedback mechanisms
- Integration with ERP and quality modules like ASQC
- Transparency through reporting and dashboards
These measures ensure that CRM is not just a tool for customer management, but a strategic instrument for ensuring service quality and customer satisfaction.