In a world where acronyms seemingly spring from thin air, CDI (customer data integration) has evolved from just another acronym into a necessary business solution for industries such as healthcare, financial services, hospitality, public safety, retail and technology. CDI addresses problems that increasingly plague businesses as they struggle to manage ever-growing silos of customer data, including data integrity, customer service issues and missed revenue opportunities.

To many businesses, data can be both a blessing and a curse, providing an opportunity to better understand customers and improve service and revenue opportunities, while creating challenges and being costly to integrate and manage. Every business has different customer data scattered across multiple databases, which, depending on the business, may exist in separate databases for members, call centers, online access, financial tracking and more. Often each database stores data in its own distinct format that differs from the format of the same data located in other databases.



These problems are compounded through mergers and acquisitions, and when new customers are added or divested. As online accessibility has increased, it has enabled existing customers to create new profiles that may duplicate existing records. Companies know that there is overlapping and incomplete data, but most have been largely unable to find a solution to this problem at a cost they can afford. The result is lost revenue and cross-sell and up-sell opportunities, inadequate customer service and inaccurate business analytics. An incomplete customer view becomes increasingly problematic as customers grow to expect more from the companies they do business with.

In the late 90s, complex customer relationship management (CRM) systems were developed to extract and consolidate customer data from company databases and centralize it as a first step toward reengineering business processes. While well-intentioned, CRM created its own array of problems. These systems required very complex infrastructures and architectures, and featured technology that was unable to keep up with the pace of constantly shifting business processes, changing competitive pressure, and ongoing acquisitions, divestments and upgrades that continually altered customer data. The resulting CRM outcomes rarely delivered on their promised ROI.

-1-

1  2  3  4  5  6  

   Next Page

Explore Our Topics

  • EDITOR'S BRIEFING
ebizQ editorial highlights and updates, compiled by ebizQ staff
  • BaaS bonus: In this podcast, Gartner Research Director Gordon Van Huizen discusses the Backend as a Service marketplace and the approach's pros, cons and challenges.
  • Cloud quiz: How much do you know about business process management in the cloud? Test yourself with this six-question cloud BPM quiz.
  • Three key steps: Clay Richardson of Forrester Research describes ways to emphasize user experience in business process design.
  • ebizQ editorial: Browse ebizQ's collection of independent editorial content, including articles, tips, Q & As, podcasts, guest columns, book excerpts and more.
  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)

REGISTER TODAY!

Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

REGISTER TODAY!
View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More

Featured Bloggers

Scott Cleveland's Latest Blog Posts:

Read Scott Cleveland's Blog
Adrian Grigoriu's Latest Blog Posts:

Read Adrian Grigoriu's Blog
Steven Minsky's Latest Blog Posts:

Read Steven Minsky's Blog
Michael Poulin's Latest Blog Posts:

Read Michael Poulin's Blog
Noam Tamarkin's Latest Blog Posts:

Read Noam Tamarkin's Blog
Janne J. Korhonen's Latest Blog Posts:

Read Janne J. Korhonen's Blog
Peter Schooff's Latest Blog Posts:

Read Peter Schooff's Blog

View All ebizQ Bloggers