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From customer data to value: what is lacking in the information chain?

Author

Listed:
  • Dominique Crié

    (LEM - Lille - Economie et Management - Université de Lille, Sciences et Technologies - CNRS - Centre National de la Recherche Scientifique)

  • Andrea L. Micheaux

    (IAE Lille - IAE Lille University School of Management - Lille - Université de Lille)

Abstract

Based on literature and practical experience, the authors define and discuss the customer data to value information chain. From data collection, through data quality management, performance metrics and knowledge management, optimising the various links in the chain leads to superior customer service and more profitable customer relationship management. Various current weaknesses are identified and recommendations made for improvement.

Suggested Citation

  • Dominique Crié & Andrea L. Micheaux, 2006. "From customer data to value: what is lacking in the information chain?," Post-Print hal-00284540, HAL.
    • Handle: RePEc:hal:journl:hal-00284540
    DOI: 10.1057/palgrave.dbm.3240306
    as

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