Does anyone remember when banks and insurance companies lamented the fact that customer information could not be leveraged effectively because it was locked up in silos? You’d need to have a long memory as that was all of, oh, about 12 months ago. In fact, it is still a major issue facing large organisations that are still unable to integrate disparate divisions that deal with the same customers, but separately.
The solution lies in a phrase that, in the world of customer data, signifies the exact opposite of these silos: a "single source of truth". The concept came into its own, especially in an Africa context, at the recent Dreamforce 2024 technology conference in San Francisco. Hosted by global customer relations management (CRM) software company Salesforce, it attracted more than 44,000 attendees, including a contingent from South African enterprises...
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