Customer Data Integration: Reaching a Single Version of the Truth
Praise for Customer Data Integration\ "Customers are the heart of any business. But we can't succeed if we develop only one talk addressed to the 'average customer.' Instead we must know each customer and build our individual engagements with that knowledge. If Customer Relationship Management (CRM) is going to work, it calls for skills in Customer Data Integration (CDI). This is the best book that I have seen on the subject. Jill Dyché is to be complimented for her thoroughness in...
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Customers represent any firm's most precious value-creating asset. To keep these valuable assets, businesses must maximize their value to each customer by taking each customer's point of view and turning that incoming tide of data into usable, coherent information. Packed with readable real-world examples, checklists, and tools, Customer Data Integration encompasses the new set of technologies designed to help companies conveniently and cost-efficiently turn the raw material of customer data into usable, reliable customer information.Written by internationally renowned authors and enterprise data experts Jill Dyché and Evan Levy, Customer Data Integration defines CDI—what it is and why it's a critical solution to customer-focused business programs—and puts it in context with other emerging trends, such as Master Data Management (MDM). By explaining why customer data integration is so important for business strategy and growth, the book also helps inform decisions regarding vendor selection, CDI development, and usage to help make organizations on both the business and IT fronts more agile.A must-read for both executives and managers seeking to launch a CDI project or justify CDI to their organizations, Customer Data Integration covers:n What business problems CDI addresses and how it differs from other data enabling solutionsChallenges of data integration, and how to avoid the obstaclesMastering data management and its role in customer data integrationHow CDI works, and how to choose the right solution for your companyWhy data governance and data stewardship are key to CDI successMaking the CDI business caseAvoiding the common pitfalls of CDI and MDMCDI value propositions by industryCustomer Data Integration also includes a list of "Manager Do's and Don'ts" at the end of each chapter, which summarizes chapter points and provides experience-based tactics for putting concepts into practice. Plus, the book includes interviews with seasoned managers across multiple industries about their CDI journeys, the challenges they confronted, their wins, their "gotchas," and what the successful delivery meant to their companies. Learn from the pros and unleash the power of CDI in your organization.
Ch. 1Executives flying blind1Ch. 2Master data management and customer data integration defined33Ch. 3Challenges of data integration61Ch. 4"Our data sucks!" : the (not so little) secret about bad data81Ch. 5Customer data integration is different : a CDI development framework115Ch. 6Who owns the data anyway? : data governance, data management, and data stewardship145Ch. 7Making customer data integration work183Ch. 8Making the case for customer data integration219Ch. 9Bootstrapping your customer data integration initiative253
