This month I continue addressing the challenge of obtaining a single view of the customer in a CRM-ready data warehouse while acknowledging the reality and the advantages of shared customer ownership within the organization. The focus for this month is establishing the business roles, specifically the customer data steward as a liaison to the rest of the business in the process of building the shared customer dimension. This is a very favorable approach to customer ownership.
One of the distinguishing characteristics of best practices programs, as reported in the December issue, is the involvement of the business in the program. Technical-side data warehouse leaders must prepare, enable and otherwise actively engage business participation. This process begins with the leaders understanding how to organize the business roles. This article organizes those roles into a program led by data stewardship to sustain active business involvement by very tangibly including business representation during the build and support of the customer dimension.
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