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MDM for Customer Data: Optimizing Customer Centric Management of Your Business by Kelvin K. A. Looi

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7.5. CRM and Data Warehouse: Are They the Customer-Centric Solution?

Many organizations in the past decade have tried to provide solutions to enable customer-centric management via CRM and data warehouse solutions. Most CRM solutions are designed to provide automation for specific channels, such as call centers and the sales force. They provide excellent user interfaces and workflows to automate the business processes of servicing and selling. But can they be the solution for providing customer-centric information and supporting customer-centric processes throughout the enterprise?

Data warehouses have also been successfully deployed in many organizations to collect, store, and analyze customer data across the enterprise. Successful organizations ...

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