Customer-Centric Information Quality Management

Topics:
Business Process Management,
CRM,
Total Quality Management
Tags:
Customer Information,
Information Quality,
Massachusetts Institute Of Technology,
Successful Customer Relationship Management
Source:
Massachusetts Institute of Technology

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Overview: Successful Customer Relationship Management (CRM) requires customer-centric strategies across all areas of an organization's business - from its culture to its integration of business processes. These strategies use customer information as a common foundation in providing continuity of service across all business functions, yet allow each service to optimize around its assigned mission. Because customer-centricity can only be as good as the quality of the customer information upon which it is based, it is critical to assure the highest quality, consistency, and flexibility when managing customer information. Customer-centric Information Quality Management recognizes that ensuring customer data quality requires rethinking quality management processes and infrastructures.

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Format: PDF | Size: 174KB | Date: May 2004 | Pages: 9

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