Customer Data Integration Reaching a Single Version of the Truth

by Dyché; , Jill; Levy, Evan; Peppers, Don; Rogers, Martha

• ISBN13: 9780471916970
• ISBN10: 0471916978
• Edition: 1st
• Format: Hardcover
• Copyright: 2006-08-04
• Publisher: Wiley

Summary

This book is an introductory guide to the concept of customer data integration for people who have skimmed the edges of integrated customer data, but have not yet tackled the issue head-on. It is heavy on story telling, anecdote, case studies, and quotes from industry heavyweights who have seen the need for-and the payback from-integrated customer information. It is also heavily focused on best-practices that readers can apply in their own organizations. It's a combination "What-Is" and "How-To" with actual examples serving as a foundation and checklists and tools to help readers build on it.

Author Biography

Jill Dyché is a partner and cofounder of Baseline Consulting, a professional services firm that helps companies solve problems with data. She is an internationally recognized author, speaker, and business consultant, and a frequent lecturer and writer on the business value of technology. Jill is responsible for delivering key industry and client advisory services. Her two previous books were e-Data and The CRM Handbook, the authoritative guide to customer relationship management.

Evan Levy is a partner and cofounder of Baseline Consulting. In addition to his executive management responsibilities, Evan is actively involved in managing Baseline project teams and guiding client solutions delivery, as well as advising vendors and VC firms on emerging IT trends. He is a faculty member of The Data Warehousing Institute and a contributor to DM Review's "Ask the Experts" feature.

Table of Contents

Foreword	xi
Introduction	xvii
Acknowledgment	xxv
CHAPTER 1 Executives Flying Blind	1	(32)
Slouching toward Customer Focus	1	(3)
Management Mandates Customer Intimacy	4	(4)
Data Back in the Limelight	8	(9)
What We Don't Know Can Hurt Us	17	(11)
CDI and CRM: A Rapprochement	28	(2)
Manager Do's and Don'ts	30	(3)
CHAPTER 2 Master Data Management and Customer Data Integration Defined	33	(28)
Delineating the Boundaries of CDI	34	(12)
A CDI Taxonomy	46	(9)
Components of CDI	55	(3)
Manager Do's and Don'ts	58	(3)
CHAPTER 3 Challenges of Data Integration	61	(70)
Data—Always the Bridesmaid	62	(9)
Five Mainstay Challenges of Data Integration	71	(7)
Manager Do's and Don'ts	78	(53)
CHAPTER 4 "Our Data Sucks!": The (Not So Little) Secret about Bad Data	131
Data Quality: The Movie	82	(1)
Bad Data's High Cost	83	(3)
Data Quality: Job Number Two	86	(3)
Data Quality and Master Data Management	89	(23)
Manager Do's and Don'ts	112	(3)
CHAPTER 5 Customer Data Integration Is Different: A CDI Development Framework	115	(30)
Not Your Father's Development Methodology	116	(1)
Top-Down versus Bottom-Up	117	(13)
A CDI Implementation Framework	130	(10)
Change Management for CDI	140	(2)
Manager Do's and Don'ts	142	(3)
CHAPTER 6 Who Owns the Data Anyway?: Data Governance, Data Management, and Data Stewardship	145	(38)
Sturm und Drang of Data Ownership	146	(2)
The Truth about Managing Data as an Asset	148	(2)
A Case for Data Governance	150	(6)
Organizing around Data	156	(21)
Challenges of Adoption and Consensus	177	(2)
Coming Full Circle: Data Management and CDI	179	(1)
Manager Do's and Don'ts	180	(3)
CHAPTER 7 Making Customer Data Integration Work	183	(36)
Responsibilities of a CDI Architecture	183	(1)
Data Integration the Old-Fashioned Way	184	(3)
Data Integration via CDI	187	(2)
How It Works: Core Functionality of the CDI Hub	189	(5)
Eight Core Functions of Hub Processing	194	(6)
Synchronizing the Hub and Source System	200	(1)
Integrating Multiple Systems with the CDI Hub	201	(5)
Source System Data: Persistent Storage versus Registry Access	206	(5)
The CDI Hub in the IT Architecture	211	(6)
Manager Do's and Don'ts	217	(2)
CHAPTER 8 Making the Case for Customer Data Integration	219	(34)
Benefits of CDI Investment	220	(13)
Building the Business Case	233	(9)
Keeping the Saboteurs at Bay	242	(5)
Internal Public Relations for CDI	247	(3)
Manager Do's and Don'ts	250	(3)
CHAPTER 9 Bootstrapping Your Customer Data Integration Initiative	253	(18)
Getting CDI Right	254	(9)
Building the CDI Team	263	(4)
Fierce Conversations: Talking to CDI Vendors	267	(2)
Manager Do's and Don'ts	269	(2)
Glossary	271	(14)
Index	285