CRM / Call Center Topics:
Data governance
This data governance topic section covers everything you need to know about data governance and privacy. Learn about data governance trends and technology and get advice from data governance experts. Get tips to help avoid a data breach and advice for updating your organization's data governance policy. Get customer database management tips and learn how to use the customer database to provide enhanced customer experiences. Find out how problems with customer security and privacy can negatively impact customer retention. Learn the importance of data quality and how to avoid pitfalls with data quality programs.
News:
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Voices of CRM: Jill Dyché on managing customer data, social networks
Voices of CRM blog
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27 Jul 2009
News - Jill Dyché, an expert on both data management and CRM, shares her advice on managing customer data, social networks and MDM/CDI in this podcast.
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A true view of the customer requires data 'symbiosis'
02 Jan 2007
Article - Data quality is not enough by itself. Organizations need to complement it with data integration to preserve customer service and changing processes.
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Data breaches tough to stop
07 Sep 2006
Article - IT pros worry that false positives and a lack of resources are preventing them from blocking data breaches, according to a survey conducted by the Ponemon Institute.
Expert Technical Advice:
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Using the customer database to provide good customer experiences
Ask the Expert - Expert Lior Arussy offers advice on how to use a company's customer database to provide positive customer experiences.
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Data breach notification must demonstrate commitment to customer service
Ask the Expert - Plan for a data breach and you'll be prepared when you need to notify customers. Lior Arussy advises that you focus on four things when reacting to a breach: speed of response, assuming responsibility, proactive guidance, and providing compensation.
Reference & Learning:
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Who says tech people can't be wordsmiths?
IT Sniglets - In the spirit of The Washington Post Style Invitational, SearchCRM.com has dreamt up a bunch of CRM IT sniglets.
Definitions:
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Hancock
07 Nov 2007
Word - Hancock is a C-based programming language developed by AT&T specifically for data mining telephone and Internet records... (continued)
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COPPA
29 Jun 2007
Word - The Children's Online Privacy Protection Act (COPPA) is a law passed by the U.S. Congress in 1998 to specifically protect the privacy of children under the age of 13 by requesting parental consent for the collection or use of any personal information of...
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database of record
31 Oct 2006
Word - A database of record (DBOR) is a repository for centralized storage of information about objects or people... (Continued)
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