Deck 5: CRM and Data Management

Question 1

Define a goal of Customer Data Integration (CDI).

Answer 1

The goal of CDI is meeting customer expectations by enabling relevant information to flow freely throughout an organization to the point of the interaction.

Question 2

What has changed over the last few years that made CDI more challenging?

Answer 2

Prior methods were defined and implemented before the real-time requirement of customer interactions came into their own, and thus they lack the appropriate "backbone" to deliver customer information to all points of interaction in real time.

Question 3

Why are standards important relative to customer interaction?

Answer 3

A standard method of collecting information from each customerinteraction optimizes the customer data integration process.

Question 4

Which problem would a data integrator prefer over the other, inconsistency in data accuracy, or consistent inaccuracy?

Question 5

CDI is based on what three components?

Question 6

How does CDI enable an organization to form and sustain relationships with itscustomers?

Question 7

Within the context of CDI, what is a household?

Question 8

Give examples of consumer touch points?

Question 9

What is the purpose of defining a consumer rule priority table?

Question 10

Define in logical order the typical CDI steps that organizations have put into place.

Question 11

A person opts out of future solicitations on the company's web site but receives a telephone solicitation from the same company the following week during dinner.Explain the dilemma and suggest ways of stopping this from recurring.

Question 12

What are the unique requirements of CDI?