Voices of CRM

Jul 27 2009   3:16PM GMT

Jill Dyché on managing customer data, social media

Barney Beal Barney Beal Profile: Barney Beal

Jill DycheManaging customer data has always been a critical factor in successfully deploying CRM and that hasn’t changed. Getting the right data to the right people at the right time can make or break a CRM initiative and it’s something CRM professionals need to think about holistically.

In this podcast, SearchCRM.com sat down with Jill Dyché, partner and co-founder of Baseline Consulting, a Sherman Oaks, Calif.-based consultancy to discuss the challenges of managing customer data. Dyché, a longtime expert in both CRM and data management issues discusses some of the challenges confronting organizations during CRM deployments and day-to-day management of CRM systems, including; data governance, data quality and data integration.

In this 16-minute podcast, Jill discusses:

Why dirty data has plagued CRM deployments historically and the issues organizations are facing now.

  • How companies should approach managing customer data when launching CRM.
  • How companies who are already running CRM can address their customer data challenges.
  • Where organizations can find “quick wins” managing their customer data.
  • How MDM and CDI fit into the CRM and corporate landscape.
  • When and how companies need to address the rise of social media and unstructured content in the context of customer data.

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