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Contents
Part I: Planning Your Customer MDM Initiative
Part II: The Implementation Fundamentals
Part III: Achieving a Steady State
Part I: Planning Your Customer MDM Initiative
Chapter 1: Defining Your MDM Scope and Approach
MDM Approaches and Architectures
Selecting the Right MDM Approach
Data Management Maturity Level
Chapter 2: Establishing Effective Ownership
The Question of Data Ownership
Creating Collaborative Partnerships
Chapter 3: Priming the MDM Engine
Data Integration and Synchronization
Part II: The Implementation Fundamentals
Initiating a Customer Data Governance Model
Chapter 6: Data Quality Management
Implementing a Data Quality Model
Establishing a Data Quality Baseline
Data Alignment and Fitness Assessment
Chapter 7: Data Access Management
Creating the Business Discipline
Implementing and Managing the Process
Part III: Achieving A Steady State
Chapter 8: Data Maintenance and Metrics
Chapter 9: Maturing Your MDM Model
How to Recognize and Gauge Maturity?
Chapter 10: Creating the Customer 360° View
The Elusive, yet Achievable, 360° Customer View
Chapter 11: Surviving Organizational Change
How Adaptable Is Your Customer Master Data?
The Change Management Challenge
Chapter 12: Beyond Customer MDM
Overcoming the IT and Business Constraints