Executive Outlook: A Single View Of Customers And Service Operations

By Jerry Edinger, chairman, president, & CEO, CSDP

Most organizations have a number of databases and systems that capture customer data. These databases could include information about warranties, sales orders, inventory, and risk management associations as well as customer relationship management (CRM) and enterprise resource planning (ERP) systems. An inherent industry problem is that these systems and databases typically don't share data. This problem is magnified when firms acquire or merge with other firms, forcing service professionals to log in to multiple systems just to get the data they need.