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Making the Customer King
by Eugene Grygo, InfoWorld.com
December 1, 2000
An Excerpt
 Laying the technical groundwork
If overhauling the corporate culture and shaking up the hierarchy weren't enough, CTOs will have to make major technology choices that will have to reinforce an enterprise's customer-centric transformation and deliver on the promises of putting the customer at the center of the enterprise.
"Making the customer-centric transformation from a technology perspective doesn't end with an email marketing campaign, often the first 'baby step' for many organizations," says Debra Taeschler, President of Gráfica, a CRM consultancy and agency based in Chester, NJ, that has worked with Cisco, Nortel Networks, American Airlines, L.L. Bean, and major financial services firms to implement CRM solutions. "A centralized data repository with multiple cross-enterprise links is key," Taeschler says. "But a typical installation of $5 million spread out over a two- to three-year period is daunting for some," she adds.
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