For instance, if a customer has just unsuccessfully tried to make a purchase on your web site and subsequently calls the call center for help, real-time data access might help you to support that customer more effectively, since you understand their most recent (as in, 2 minutes ago) transaction with your company. In this instance, the call can be routed to agents with the best expertise. On the other hand, the time and cost of enabling real-time data access--I know vendors, this is heresy--might exceed the value of the solution. So, it all comes back to the need, pain, or problem your company is trying to solve. Congratulations for catching on before you've made the investments!
Dig Deeper on Customer data integration software
Related Q&A from Jill Dyché
Do you need to gather business requirements for an MDM project? Find out and learn how functional requirements are the key difference between the MDM... Continue Reading
Learn about the most common master data management (MDM) project pitfalls that companies run into. Get a list of the major problems that can hold ... Continue Reading
Thinking about adding mobile business intelligence (BI) tools to your BI and analytics strategy? Find out where the real value of mobile BI resides ... Continue Reading