Managing Customer Relationships in Uncertain Times 3 of 13

Option 1: Integrate and secure customer information

During a period of political and economic instability, the security of data is paramount. In most companies, information about customers is dispersed among geographies, operating units and product lines. The accuracy, liquidity, completeness, and security of customer data are often drivers for investments in customer relationship management solutions.

As the dependence on existing customers increases, compiling a complete picture of their interests, concerns, financial and service history, as well as buying patterns is important. This leads not just to data cleansing and validation, but to bringing together distributed customer data in a physical or virtual repository. The resulting customer data need not be a single corporate database; they may be virtual with secure communications and coordinated backup and archive processes. Security without integration is self-defeating.