| Accuracy |
Degree to which data reflects the real world |
| Architecture |
Manner in which a computer environment is designed & structured
- particularly with regard to the connections/relationships between systems
(see also Customer Information Architecture and Application Architecture) |
| Appropriation |
An allocation (budget) of funds set aside for a particular
purpose. |
| Base
Customer Information |
Information necessary to uniquely identify a customer and maintain a
relationship with them. Differs depending on the type of customer, see
below.
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Personal Customers:
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Business Customers:
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Name
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Company Name
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Residential Address
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Company Address
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Mailing Address
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Company Phone Number
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Phone Number
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Contact Name
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Email Address
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Contact Job Title
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Date of Birth
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Contact Email Address
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Gender
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Contact Phone Number
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| Benchmark / Benchmarking |
To provide an analysis of the current state of an organisation's
database against the agreed data standards and business rules. |
| Benefits Realisation Program |
A program specifically designed to realise revenue increases
or cost reductions as the outcome of a specific program of (consulting)
work |
| Business Case |
A means of justifying expenditure on a Customer Management
Initiative by demonstrating benefit to the organisation in dollar terms. |
| Business Process |
The procedures followed by members of the organisation in
day-to-day business. These may or may not be documented. |
| Business Systems & Processes |
Any system or sub system of a business and their associated
business process (see Business Process above) |
| Centralised
Scrub |
A data cleansing process, which takes place in a single, centralised
database, which then feeds the clean data to other databases. Also see Scrub |
| Customer Information Architecture |
Customer Information Architecture. Same as Architecture except
specifically relates to systems that handle customer information |
| Customer Information Custodianship |
The appointment of a Senior Executive responsible for customer
information. Custodians are responsible for making sure customer information
is maintained to a high standard according to the organisation's business
rules. To achieve this they need to have an appropriate level of authority. |
| Customer Information Verification |
A process whereby the accuracy of customer information is
checked, either by direct contact with the customer or by checking against
authoritative and up to date information sources. |
| Customer Information Management
Functions |
A functional area or person of an organisation that is dedicated
to managing customer information. |
| Customer Information Quality Council |
A Staff group which includes senior executives, within an
organisation who are responsible for Customer Information Quality |
| Customer Information System Architecture |
Same as CI Architecture |
| Customer Information System Data |
Data in the Customer Information System |
| Customer Information System Education
& Training |
The Education and Training program provided for staff to effectively
implement both system and cultural change. |
| Customer Information System Quality
Benchmarking & Reporting |
A process to establish, measure (and periodically report)
the quality of customer information for a customer file or a whole organisation |
| Customer Information System Standards |
A document that sets out the acceptable values and format
for Customer Information. The document must be distributed and adhered to
by all units within the organisation that deal with Customer Information. |
| Customer Information System Changes
& Architecture |
Data Quality methodology, which combines all the IT system
changes required, including establishing an appropriate CIS Architecture,
to significantly improve the quality of key customer information in the
organisation |
| Clean Team |
A group within an organisation that is solely focused on monitoring
and upgrading Customer Information Quality. |
| Common Customer Interface |
Refers to a situation where multiple customer information
entry points (interfaces) or platforms are to be combined into a single
common customer front end (entry point) |
| Completeness |
The degree to which data is present in a field or group of
fields. Data must be an intelligent effort to populate the field, is data
in the field, however it does not fullfill completeness criteria |
| Consistency |
The degree to which two or more data values or structures
agree with each other |
| Consistent Data Structures |
Most organisations have multiple customer repositories existing
in multiple product, application or legacy systems. This refers to the consistency
of the structure of the customer information contained in these systems |
| Corporate Data Standards |
Customer information standards (see Interact's B2B or B2C
Standards) |
| Cultural Change Continuum |
The Continuum upon which the customer-centricity of the company
is measured. |
| Cultural Change Program |
The entire cultural change program, encompassing the assessment
of the culture of an organisation and the implementation of the 'customer
relationship' system, including specific training and both attitudinal and
behavioral changes in company staff. |
| Culture |
The formal and informal methods of an organisation's operation,
including the systems, the attitudes and the behaviours of the staff. ('The
way things are done around here') |
| Currency |
The degree to which data values are up to date |
| Customer Centric |
An organisation, process, reward system or functional area
that is focused on the customer; this includes all Key Performance Indicators,
product offerings, systems and business processes. |
| Customer Database |
Computer system that contains customer information. Same
as CIS. |
| Customer Facing Process |
A process within the organisation that deals directly with
the customer as opposed to an internal process. Examples include branch
contacts, call center contacts and Internet contacts. |
| Customer Franchise |
The strength of the bond an organisation has with its customers |
| Customer Information Repository |
See CIS or Customer Database |
| Customer Information Flow |
The manner in which customer information moves through an
organisation from the point of collection through to the users of the information. |
| Customer Information Quality Council |
A staff which includes senior executives, within an organisation
who are responsible for Customer Information Quality |
| Customer Information Quality Ownership |
See Customer Information Custodianship |
| Customer Information Systems Data
Architecture Review |
A project to evaluate the manner in which computer systems
handle customer information in an organisation. |
| Customer Master Record |
See MCR |
| Data
Architecture |
See CI Architecture |
| Data Cleansing |
The process of standardising, correcting and/or updating data. |
| Data Definition |
The description/specification of customer data elements |
| Data Enhancement |
Gathering information about customers to enable target marketing |
| Data Model (Customer) |
An entity diagram which describes the relationship between
key customer data elements |
| Data Policy/Privacy |
Usually refers to the organisations policies concerning the
privacy of customer information |
| Data Quality |
The extent to which data about a customer corresponds to that
customer in terms of completeness, validity, accuracy and currency. |
| Data Quality Measurement |
See Benchmarking |
| Data Quality Performance Measures |
See Benchmarking |
| Data Quality Steering Committee |
See Customer Information Quality Council |
| Data Quality Stewards |
See Customer Information Custodianship |
| Data Standards |
See Customer Information System Standards |
| Data Structure |
The manner in which data is stored within a system. Particularly
refers to the types of fields |
| Data Validation |
See CI verification |
| Dataset |
A collection of data. Generally held within a database |
| Deduplication |
The process of identifying and removing records in an organisation
that refers to the same customer a number of times. The process relies on
using pieces of customer data such as name, address, date of birth and gender
to identify if the multiple records refer to the same customer. |
| Delivery Point Identifier |
A numeric descriptor for a postal delivery point currently
maintained by Australia Post (DPID) |
| Direct Marketing |
Marketing to customers by sending information on product or
service directly to them at either postal or residential address or contacting
them at home by telephone. Direct Marketing is almost always campaign driven
and is commonly used for the acquisition of new customers. Recent developments
in Direct Marketing include e-mail and mobile phone SMS text messages |
| DQ Tools |
Software that is used to assess and report on data quality,
and/or improve data quality by cleaning and matching the data |
| Duplicate Checking |
To check an organisation's database(s) for invalid multiple
occurrences of the same individual or company where there is no linkage
between the duplicated records. |
| Edit
Stamping |
Recording of date, time, user and/or edit details automatically
as edits are applied to a customer record. |
| e-enable |
To enable an organisation to conduct business over the Internet
to prepare an application for use over the Internet |
| Elementisation |
Extent to which data is separated out into the smallest identifiable
unit. For example, a name can be separated into title (eg Mr.), First Name
(John), Middle Name (Roger), Surname (Smith), Postnominals (Jr, Snr, IIIrd)
and Salutation |
| Feedback
Loop |
Method of delivering information regarding performance back
to the individual/group responsible to the outcome. For example, if a data
entry clerk makes an error, they are alerted to the issue and instructed
on how to prevent the error in future |
| Form Consistency & Alignment |
The extent to which forms are structured in the same way as
the systems into which the data will be entered. Research shows that where
forms are structured differently to system data entry screens, data entry
errors increase. |
| Forms |
Documents that capture information. Generally paper-based,
but increasingly Internet-based. The information captured is generally entered
into a system at some stage. |
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