IBM Software Group Presentation Template

Critical Success Factors for Customer Care and Insight
18
Successful organizations break down silos of information and use an enterprise wide
approach to customer information and insight.
There must be a commitment from senior executives that information is an
enterprise asset and that insight has a central role in decision making processes.
A single, accurate, accessible enterprise customer view is essential to the success of
any organization that wants to differentiate on customer centricity .
Business intelligence and customer insight must be more than a look back-it must also
be applied in real time, in-process and at the point of customer interaction for
maximum effectiveness.
An enterprise commitment to data governance and data stewardship must be made early
for success of any major CRM initiative, with particular attention paid to data quality.
Management of content centric processes - their truncation, automation and optimization
will be a key success factor in improving operational efficiency and customer satisfaction.
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