Customer Centricity is not new
by Eddy Reimerink, Product Marketing Director and Hans Ruigrok, Vice President Sales (Human Inference)
Just a few years ago, everybody was speaking about CRM. In a lot of cases however, CRM did not live up to its promises. A single system and one database for all customer related processes has proven to be one bridge to far for many complex organizations. Reality is that there are several independent systems alive that will not disappear. As a result of mergers and acquisitions, new systems might be added. The resulting lack of integrated data did not provide the single view on the customer that the users were waiting for.
Nowadays, we are focusing on improving operational excellence, being compliant to regulations and ensuring customer intimacy. What we learned from the failed CRM projects is that in all cases a solid foundation is required. And this solid foundation consists of integrated trustworthy data.
Today, we understand that high quality data is key to establish an efficient customer friendly organization that can quickly adapt to changes and has the transparency that is required for regulatory compliance. As we will see during our Customer Centricity conference, focus has shifted from “Do we need Data Quality” to “How to implement Total Data Quality Management?”
Twenty years ago, when Human Inference was founded, data quality was not a widely accepted concept. Our visionary founders created a sophisticated intelligent matching solution that is still unique today. The extensive knowledgebase and natural language processing technology used make it a strong and unequaled solution that was designed with defect prevention in mind. As a result, the Human Inference solutions are the foundation for many CDI (Customer Data Integration) projects already today.
What will the changing focus and new business drivers mean for the data quality solutions market? How will they evolve the common years? And what is Human Inference’s response to these changes? This will be the subject of our presentation “Human Inference, 2007 and beyond”, delivered by Hans Ruigrok, VP Sales and Eddy Reimerink, Product Marketing Director.
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