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 Dos 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 Dos and Don’ts.
Chapter 3 - Challenges of Data Integration. .
Data Always the Bridesmaid. Five Mainstay Challenges of Data Integration. Manager Dos and Don’ts.
Chapter 4 - Our Data Sucks!: The (Not So Little) Secret about Bad Data. .
Data Quality: The Movie. Bad Datas High Cost. Data Quality: Job Number Two. Data Quality and Master Data Management. Manager Dos and Don’ts.
Chapter 5 - Customer Data Integration Is Different: A CDI Development Framework. .
Not Your Fathers Development Methodology. Top-Down versus Bottom-Up. A CDI Implementation Framework. Change Management for CDI. Manager Dos 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 Dos 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 Dos 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 Dos 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 Dos and Don’ts. Glossary. Index.
