Building the Customer-Centric Enterprise: Data Warehousing Techniques for Supporting Customer Relationship Management - Softcover

"Alvin Toffler predicted this in "Powershift" 10 years ago. No one can say they weren't warned! Claudia Imhoff and her co-authors, Jonathan Geiger and Lisa Loftis, are giving you a roadmap to CRM... This is a MUST READ for every serious manager."--John Zachman, Zachman International

"If your company wants to get closer to its customers, then read this book! It provides a practical guide for creating the technical infrastructure your company needs to effectively manage customer data and build lasting relationships with customers."--Wayne Eckerson, The Data Warehousing Institute

"Claudia Imhoff, along with her co-authors, has written another winner with Building the Customer-Centric Enterprise! Whether your company is just beginning to understand your customers' needs for personalized interaction, or has already made some inroads in providing a personalized customer experience, this book is for you. It describes not only what the move to CRM means, but also what frameworks, strategies, and structures will facilitate it." Susan Osterfelt, Bank of America

"For years, customer-focused companies have tried to understand who their best customers are and how to best serve them. Getting the data and the tools was hard. Now with supermarket scanners, loyalty programs and especially the Internet, we have the data. Now we need the tools. The Corporate Information Factory (CIF) is a valuable toolkit for customer-focused companies. The authors, all experts in the field, share their knowledge of CRM and CIF in chapters that build from the reasons to implement CRM to the data requirements and data management techniques for supporting CRM."--Bill Baker, Microsoft Corporation

Building the Customer-Centric Enterprise

You already know that customer relationship management (CRM) is critical to the success of your business, but how do you go about implementing it? This book shows you how to reshape your organization and develop appropriate business strategies to nurture mutually beneficial long-term customer relationships.

Drawing on the proven architecture of the Corporate Information Factory (CIF), Claudia Imhoff and her team clearly explain how to harness CIF technologies?including Web and data warehousing technologies?to ensure success in today?s hyper-competitive marketplace. By integrating the business strategies with the supporting technologies, you will be able to:

• Establish a business strategy that supports the customer
• Recognize different types of customers
• Understand customer needs
• Understand the value of each customer
• Develop effective approaches for retaining and expanding customer relationships
• Tailor customer service and support to specific customer needs
• Ensure that customer data is accurate and up-to-date
• Integrate all sales and distribution channels, including the Internet
• Protect the privacy of the customer