Customer Data Integration: Reaching a Single Version of the Truth

Introduction.

Acknowledgment.

Chapter 1. Executives Flying Blind.

Slouching toward Customer Focus.

Management Mandates Customer Intimacy.

Data Back in the Limelight.

What We Don’t Know Can Hurt Us.

CDI and CRM: A Rapprochement.

Manager Do’s and Don’ts.

Chapter 2. Master Data Management and Customer Data Integration Defined.

Delineating the Boundaries of CDI.

A CDI Taxonomy.

Components of CDI.

Manager Do’s and Don’ts.

Chapter 3. Challenges of Data Integration.

Data—Always the Bridesmaid.

Five Mainstay Challenges of Data Integration.

Manager Do’s and Don’ts.

Chapter 4. “Our Data Sucks!”: The (Not So Little) Secret about Bad Data.

Data Quality: The Movie.

Bad Data’s High Cost.

Data Quality: Job Number Two.

Data Quality and Master Data Management.

Manager Do’s and Don’ts.

Chapter 5. Customer Data Integration Is Different: A CDI Development Framework.

Not Your Father’s Development Methodology.

Top-Down versus Bottom-Up.

A CDI Implementation Framework.

Change Management for CDI.

Manager Do’s and Don’ts.

Chapter 6. Who Owns the Data Anyway?: Data Governance, Data Management, and Data Stewardship.

Sturm und Drang of Data Ownership.

The Truth about Managing Data as an Asset.

A Case for Data Governance.

Organizing around Data.

Challenges of Adoption and Consensus.

Coming Full Circle: Data Management and CDI.

Manager Do’s and Don’ts.

Chapter 7. Making Customer Data Integration Work.

Responsibilities of a CDI Architecture.

Data Integration the Old-Fashioned Way.

Data Integration via CDI.

How It Works: Core Functionality of the CDI Hub.

Eight Core Functions of Hub Processing.

Synchronizing the Hub and Source System.

Integrating Multiple Systems with the CDI Hub.

Source System Data: Persistent Storage versus Registry Access.

The CDI Hub in the IT Architecture.

Manager Do’s and Don’ts.

Chapter 8. Making the Case for Customer Data Integration.

Benefits of CDI Investment.

Building the Business Case.

Keeping the Saboteurs at Bay.

Internal Public Relations for CDI.

Manager Do’s and Don’ts.

Chapter 9. Bootstrapping Your Customer Data Integration Initiative.

Getting CDI Right.

Building the CDI Team.

Fierce Conversations: Talking to CDI Vendors.

Manager Do’s and Don’ts.

Glossary.

Index.