Lessons Learned
Cleansing/managing customer relationship management data seems quite logical. To some, it may even sound easy. Those who have gone through the effort, however, know that cleansing/managing data is an ongoing and at times elusive effort within each CRM initiative. A few examples, along with a mini case study may be helpful.
I will never forget my experience helping a global telecommunications company with their data integrity efforts. The company had 36 different data sources, ranging from an Oracle back-office database to a myriad of incompatible legacy systems containing bits and pieces of customer information. Whereas the CIO was convinced that all 36 data sources needed to be integrated into the emerging CRM data warehouse, ...
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