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Chapter 15. Redesigning Your Business fo... > Manage Customer Information as an As...

Manage Customer Information as an Asset

Manage customer information as a corporate financial asset, while leveraging technology as the key ally to build value around this asset. Every CRM technology decision can be measured against this question: Does it build value around my customer information?

From the initial customer contact to the acceptance of customer payment, at the heart of every business transaction is the creation, capture, or exchange of information. Managing such information is the focus of data strategy, warehousing, and architecture efforts. The data that business events revolve around is the currency of information systems. Ensuring that it is current, well-integrated, and sharable between business applications ensures that data is managed as an asset.


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