Building the Customer-Centric Systems Architecture

From MIKE2.0 Methodology

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Over the last 5 years, retail-based organisations such as banks and telecommunications providers have been transforming from product-oriented systems architecture to ones more focused on the customer. Many of these initiatives have been failures and the core data in the legacy systems was often the root cause. Taking an Information Development approach to implementing a customer-oriented architecture can be a key enabler to success.

An Overview on Single View of Customer

Single View of Customer (SVC) is a combination of the technology, software, processes and services needed to achieve a single, accurate and complete view of the customer across multiple sources of customer information, databases, business channels and business units. “The Customer Management service is comprised of two distinct components: The first, and root component, is the Customer Data component. All base data manipulation, such as create, retrieve, update and delete, is performed through his component. Second, the Customer Transaction component extends the base customer functionality and provides an enhanced interface for working with, and performing advanced operations on, customer information.”�

What is Single View of Customer

Enterprise Level Overview: Single View of the Customer (SVC) provides a consistent set of information about a customer across the enterprise. It is the basis for a customer-centric organisation because SVC provides a consistent and holistic view of the customers across various products, channels and touch-points of the organisation. SVC is essentially a conceptual goal. SVC can be realised through different architecture options and solutions. SVC is strategically important because it enables to: Realize Enterprise vision - the wave of the future Aligned with the Rapid Enterprise Architecture Program, REAP, (for SOA) and the Enterprise Information Model (the ODS)

Why SVC? Supports (indirectly) the Easy Brand Promise and Easy Triggers Strategy: Client is dedicated to making enterprise customer’s shopping experience “easy” There is a strong desire for accurate, precision BI Must continue to lead competition: facilitate development of future key initiatives (Easy Delivery, Easy Returns, Easy Rewards, Precision Marketing). Maintain competitive advantage in the CRM space. Build a stable and scalable customer-centric environment: operationalize “Services-Oriented Architecture”, fully leverage incremental benefits of major initiatives (Easy Delivery, Client.com 5.0, etc.) Adhere to federal regulations protecting customer privacy: Do Not Call and Telemarketing Act, Do Not Fax, and Can Spam Act)

Impacted Industries

BFSI, Retail, Telco, MFG, LifeScience, HealthCare & Pharma

Why Single View of Customer Requires an Information Development Approach

Typical High Level Business Requirements

Project Delivery using MIKE2.0

Key Components Required from SAFE Architecture

Applicable Activities from the MIKE2.0 Methodology

Best Practices for Implementation

Areas of Complexity

Applicable Software Solutions