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Customer Data Management: How Leaders Realize Tangible ROI

This publication has been discontinued on May 2, 2013.


Executive Summary


More than 85% of survey respondents plan to invest in Customer Data Management solutions within the next 24 months. Fueled by the need to create a more effective operational foundation for data analysis and decision-support, senior business line executives intend to become more involved in the selection process. Hypatia Research reveals use of timely, complete, and accurate information leads to improved customer service levels, reduced operational costs, increased revenues, and higher customer satisfaction and retention rates. In short, it's all about revenues and customers - growth and retention. Above average performers attained >20% annual improvements in these key metrics:

  • Customer retention rates (84%)
  • Revenues (56%)
  • Data accuracy / match rates (76%)
  • Partner/customer satisfaction rates (68%)
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