Customer Interactions

By David Loshin In my last set of posts, I suggested that organizations reconsider the scope of the concept of the "customer" and how redefining the relationship between the organization and a customer. More to the point, I wanted to begin to explore how managing the different aspects of the customer relationship can enhance customer centricity, improve the customer experience,…

Continue Reading

Managing Customer Connectivity

By David Loshin At the end of our last entry, we had come to the conclusion that standardization of potentially variant data values was a key activator for evaluating record similarity when looking to group customer records together based on any set of characteristic attributes. From an operational standpoint, this activity is supported using data quality tools that can parse…

Continue Reading

Centricity and Connections: Clearing the Air

By David Loshin There are opportunities for adjusting your strategy for customer centricity based on understanding the grouping relationships that bind individuals together (either tightly or loosely). And in the last post, we looked at some examples in which linking customer records into groups was straightforward when the values to be compared and weighted for similarity are exact matches. When…

Continue Reading

Customer Centricity and Connections: Establishing the Link

By David Loshin In my last post, we began to look at the value proposition for grouping individual customers into logical groupings. We began by looking at a grouping that generally appears naturally, namely the traditional residential household. We talked about householding in a previous blog posting, but it is worth reviewing the basic approaches used for determining that a…

Continue Reading

Customer Centricity: Establishing Connections

By David Loshin In our last set of posts, we looked at the relationship of location to a strategy for customer centricity, and one conclusion we can draw from that discussion is the value of organization into groups for better understanding what drives customer behavior. To say it a little differently, if "birds that flock together" are "of a feather,"…

Continue Reading

Melding Aspects of Real-Life and Virtual Contact and Location

By David Loshin In the most recent posts, we have been exploring the emerging opportunity for developing demographic profiles for customers based on their virtual locations. More to the point, if we are using real-life (yet two-dimensional) geographies to help in developing customer profiling and segmentation models, how much more interesting would those profiles be when expanded to include behavior…

Continue Reading