NOV 30, 2011 1:39pm ET

Related Links

Innovative Organizations Likely to have More Pervasive BI and Data Governance
September 2, 2014
Revolutionize Your Business Intelligence with Lean, High-Performance Solutions
August 21, 2014
Should You Always Obey Orders from Your Executives?
August 7, 2014

Web Seminars

Why Data Virtualization Can Save the Data Warehouse
September 17, 2014
Essential Guide to Using Data Virtualization for Big Data Analytics
September 24, 2014

Lowe's: From Customer Data to Customer Loyalty

Print
Reprints
Email

Get access to this article and thousands more...

All Information Management articles are archived after 7 days. REGISTER NOW for unlimited access to all recently archived articles, as well as thousands of searchable stories. Registered Members also gain access to:

  • Full access to information-management.com including all searchable archived content
  • Exclusive E-Newsletters delivering the latest headlines to your inbox
  • Access to White Papers, Web Seminars, and Blog Discussions
  • Discounts to upcoming conferences & events
  • Uninterrupted access to all sponsored content, and MORE!

Already Registered?

Advertisement

Comments (3)
MDM (via CUSTOMER operational master initially, ITEM, LOCATION and VENDOR as well) has enabled Lowe's to shift its focus from being a "product-based seller" to becoming a "project-based seller."

The underpinnings of Teradata Active Data Warehouse and IBM MDM Server further enables both the business processes associated with the suppliers (e.g., collaborative business process executions) and business processes associated with shops (e.g., supporting professional design and custom order services). In these hybrid situations, the strategy for MDM is very important.

Lowe's also seems to shifting from being a "product-based" seller to be a "project-based" seller.

All brought together by judicious application of enterprise data governance to treat data as actual asset - with both BPM and ECM to be treated as "assets" as well.

Nice! Very nice!

Aaron Zornes Chief Research Officer The MDM Institute

Posted by Aaron Z | Thursday, December 01 2011 at 6:33PM ET
More and more organizations are disenfranchising their most important asset, "customers" behind ever more elaborate technologies whilst their customers wonder what happened to customer service. This is evident to those of us to shop at "big box" stores like Lowes and Home Depot.

When they first came on the scene these stores were all about personalized customer service. They took their cues from Wal-Mart with greeters at the entrance. Over the past few years I have witnessed a deterioration of personalized customer service to the point that in some instances the staff run away from customers or have employee gatherings in the aisles while customers are waiting for help.

In lieu of addressing this customer service deterioration we see companies investing in technologies which they claim will bring them "closer" to the customer or provide a 360 degree view of the customer, or understand the customer better. Online services, IVR's, self-service customer profiling all intended to build customer loyalty have a tendency to build barriers.

I suggest that before companies embark on esoteric technologies; make sure the basics of customer service are sustainable. Perhaps paying staff a fraction of the monies spent on technology might motivate them to encourage one-on-one customer service. Many of these technologies actually result in disenfranchising customers.

Also, I suggest that both of these big box stores should review their supply chain processes as well. I have experienced firsthand out of stock items which remain so for weeks on end. Make sure the fundamentals of the business are working efficiency and effectively before building IT towers that lift you above the customer fray.

Posted by Richard O | Friday, December 02 2011 at 7:15AM ET
Add Your Comments:
You must be registered to post a comment.
Not Registered?
You must be registered to post a comment. Click here to register.
Already registered? Log in here
Please note you must now log in with your email address and password.
Twitter
Facebook
LinkedIn
Login  |  My Account  |  White Papers  |  Web Seminars  |  Events |  Newsletters |  eBooks
FOLLOW US
Please note you must now log in with your email address and password.