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| Foreword | |
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| Introduction | |
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| Acknowledgment | |
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| Executives Flying Blind | |
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| Slouching toward Customer Focus | |
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| Management Mandates Customer Intimacy | |
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| Data Back in the Limelight | |
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| What We Don't Know Can Hurt Us | |
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| CDI and CRM: A Rapprochement | |
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| Manager Do's and Don'ts | |
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| Master Data Management and Customer Data Integration Defined | |
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| Delineating the Boundaries of CDI | |
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| A CDI Taxonomy | |
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| Components of CDI | |
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| Manager Do's and Don'ts | |
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| Challenges of Data Integration | |
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| Data-Always the Bridesmaid | |
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| Five Mainstay Challenges of Data Integration | |
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| Manager Do's and Don'ts | |
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| "Our Data Sucks!": The (Not So Little) Secret about Bad Data | |
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| Data Quality: The Movie | |
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| Bad Data's High Cost | |
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| Data Quality: Job Number Two | |
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| Data Quality and Master Data Management | |
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| Manager Do's and Don'ts | |
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| Customer Data Integration Is Different: A CDI Development Framework | |
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| Not Your Father's Development Methodology | |
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| Top-Down versus Bottom-Up | |
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| A CDI Implementation Framework | |
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| Change Management for CDI | |
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| Manager Do's and Don'ts | |
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| Who Owns the Data Anyway?: Data Governance, Data Management, and Data Stewardship | |
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| Sturm und Drang of Data Ownership | |
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| The Truth about Managing Data as an Asset | |
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| A Case for Data Governance | |
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| Organizing around Data | |
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| Challenges of Adoption and Consensus | |
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| Coming Full Circle: Data Management and CDI | |
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| Manager Do's and Don'ts | |
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| Making Customer Data Integration Work | |
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| Responsibilities of a CDI Architecture | |
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| Data Integration the Old-Fashioned Way | |
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| Data Integration via CDI | |
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| How It Works: Core Functionality of the CDI Hub | |
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| Eight Core Functions of Hub Processing | |
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| Synchronizing the Hub and Source System | |
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| Integrating Multiple Systems with the CDI Hub | |
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| Source System Data: Persistent Storage versus Registry Access | |
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| The CDI Hub in the IT Architecture | |
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| Manager Do's and Don'ts | |
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| Making the Case for Customer Data Integration | |
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| Benefits of CDI Investment | |
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| Building the Business Case | |
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| Keeping the Saboteurs at Bay | |
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| Internal Public Relations for CDI | |
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| Manager Do's and Don'ts | |
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| Bootstrapping Your Customer Data Integration Initiative | |
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| Getting CDI Right | |
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| Building the CDI Team | |
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| Fierce Conversations: Talking to CDI Vendors | |
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| Manager Do's and Don'ts | |
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| Glossary | |
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| Index | |