Transcript Ron Swift - Best Practices, LLC

Meet Ron Swift
• 25+ years of experience in
focused strategies and
implementations of Information
Technologies
• Strategies & Architectures for
“Managing the Information
Systems Business” & “DW
Methodology”
• DW and CRM Expert
• Noted Author
• Customer, Consultant,
Practitioner, and Strategist:
• NCR Vice President,
CRM Solutions
• Married, No Kids, Lives in Florida
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Ronald S. Swift
Vice President
Customer Relationship Solutions
NCR Corporation
Ron Swift is an internationally known consultant, author, developer, and strategist in the areas of
Business Intelligence, Decision Support, Data Warehousing, Executive Information Systems, Electronic
Commerce, Marketing, and Customer Relationship Management .
Ron has assisted hundreds of clients on 5 continents to achieve their strategies and goals for 30 years.
His professional experiences range in Industries which include Banking, Financial Services, Brokerage,
Insurance, Communications, Transportation, Retail, E-Commerce, and Government organizations.
Prior to joining NCR in 1996, Ron was a Senior Partner with an International Consulting Firm after
completing a successful career with IBM for over 22 years. His experience also includes many strategic
planning sessions, marketing activities, and educational functions throughout the years.
His vast experiences also include 8 years of part-time teaching in several colleges and universities in
graduate schools, management curricula, and professional educational programs.
Ron Swift is author of the recently published and highly-rated book: “Accelerating Customer Relationships”,
from Prentice-Hall Publishers. He also authors columns in the “Relationship Management Report” and
“The Data Warehousing Report”, plus articles for ComputerWorld in several countries, “The Journal of
Data Warehousing”, Data Management Review Magazine, and a number of business publications
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The ultimate CRM book
• Acquire the most
profitable customers
• Build customer
loyalty…forever
• Create services every
customer wants
• Drive powerful
marketing efficiencies
• Forecast customer
behavior
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Table of Contents
Ch. 1
Managing Customer Relationships 1:1
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Ch. 2
Defining Your CRM Process
37
Ch. 3
The Role of Information Technology
65
Ch. 4
Learning from Information: Data Mining
93
Ch. 5
The Stages of Growth for CRM and Data Warehouse
123
Ch. 6
Data Warehouse Methodology
157
Ch. 7
Building the CRM Data Warehouse and Info-Structure
169
Ch. 8
Critical Success Factors for CRM and DW
197
Ch. 9
Data Privacy: Ensuring Confidence
225
Ch. 10
Implementing Privacy and Customer Views
257
Ch. 11
The @ctive Data Warehouse
273
Ch. 12
The Economic Value of CRM
295
Ch. 13
The Strategic View of Data Warehousing and CRM
319
Ch. 14
How Companies Succeed Using CRM, DW, and RT
337
Ch. 15
Studies of Communications Industry Implementations
401
App. A: Author's End Notes and Acknowledgments
423
App. B: Bibliography/References
431
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Read the new CRM/DW/DSS book
“Accelerating Customer
Relationships”
ISBN: 0-13-088984-9
Ron Swift
Vice-President
NCR Corporation
1413 S.W Osprey Cove
Port St. Lucie, FL 34986 USA
Phone: 1-817-307-5313
E-Mail: [email protected]
or go to www.ncr.com/ronswift
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Leverage people, processes, activities, information, and technologies to...
Acquire new, more profitable customers
Build long-term customer loyalty
Serve every customer as an individual
Drive powerful marketing opportunities
Increase profits and shareholder value!
The start-to-finish guide to breakthrough customer relationship management!
In Accelerating Customer Relationships, a world-renowned CRM expert shows you how to build knowledge "infostructures" that deliver breakthrough profitability and
customer loyalty. Ronald S. Swift walks you step by step through integrating every customer touchpoint: retail, Web, call center, and beyond. Swift covers every aspect
of enterprise-wide relationship management—strategies, processes, partnerships, platforms, software, methodologies, and more. Through proven methods, practical
examples, and case studies, you'll discover how to create the customer-centric environment to:
Identify what your most profitable customers share in common-then find more customers just like them!
Shorten your sales cycle by anticipating your customer's requirements and expectations more accurately
Manage your channel partnerships and other relationships more profitably
Maintain customer privacy and confidentiality while gaining the benefits of profiling
Calculate the economic value of customer relationship management Discover the key factors that make or break CRM for your organization
The high-value, loyal customer is the #1 key focal point for growth organizations worldwide! Today's relationship technologies give you an unprecedented opportunity
to strengthen and deepen the customer relationships you care about most. Ronald S. Swift can show you how to do it-before your competitors do!
"Ron Swift's book is designed to help you tie the loyalty knot with your customers. It has the tools, the framework, and the know-how to
deliver customers and profits."
— Martha Rogers, Ph.D., Peppers and Rogers Group and co-author of The One to One Future and One to One B2B
"When your customers know you know them, your business is bound for success. Ron Swift's book provides the tools, the framework, and the know-how to build
rock solid CRM and DW strategies to deliver customers and profits. Ron continues his excellence with profound and practical knowledge and advice."
— Bill Inmon, Father of the Data Warehousing concept, and author of 30 books on Data Warehousing, Decision Support, and Database Technology
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Abstract of NCR’s CRM Workshop at
www.dci.com/brochure/crmchi/seminars.asp
Register for Seminar
Number 10492
at
www.dci.com
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To Register for CRM Seminar & Hotel
Register for
DCI Seminar
Number 10492
at
www.dci.com
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For Additional information, read
our new CRM/DW/DSS book
“Accelerating Customer
Relationships”
ISBN: 0-13-088984-9
Ron Swift
Vice-President CRM Solutions
NCR Corporation
1413 S.W Osprey Cove
Port St. Lucie, FL 34986 USA
Phone: +1-817-307-5313
Internet:
[email protected]
m
or go to
www.ncr.com/ronswift
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