Accountability ‘needed on customer data management’
March 23, 2011
Businesses need to pay attention to their customer data management strategies when they come to build the foundations of their operations.
This is the view of Dave Palm, vice president of organisation engagement at dunnhumby, who said that companies should be looking to build a "customer-centric strategy".
He told the Customer Retail Experience website that part of their plans should be dedicated to ensuring clear accountability exists within the organisation on the topics of customer data management, strategy and evaluation.
Mr Palm suggested a rewards system could be put in place for employees who make use of consumer insights while doing their jobs, with the potential for penalties to be levied against those who do not.
According to the recent Accenture Technology Vision 2011 report, IT professionals will have to increase their focus on the topic of data management in the next few years as the role of application managers becomes increasingly marginalised.