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

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Strategies for leveraging information technologies to improve customer relationships
With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.

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

A Data Warehouse and CRM consultant I was finally expecting the industry reference that would present the role of the Data Warehousing in CRM in clear terms and with authority.In many sense, this is the right book : it provides a broad and knowledgeable overview of the various CRM tools and architecture and how they interact.The problem is that it goes slightly beyond by replacing Data Warehouse by the "Corporate Information Factory" (CIF) Inmon and Inhoff framework which is anything but cristal clear because it adds the Operational Data Store in the picture without answering the real question : why an ODS rather than process automation through EAI ? The book has a whole chapter on the ODS subject but you do not find a real answer to the "do I need one ?" questionIf you have to do a project after, you might want to read "Designing a Data Warehouse : Supporting Customer Relationship Management" by Chris Todman, very similar title but more data modeling and project oriented. Help other customers find the most helpful reviews� Was this review helpful to you?�Yes No Report abuse | PermalinkComment Comment

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