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searchCRM.com - Business Intelligence in 2002 (William McKnight, 12/14/2001)
2001 has been a year of economic upheaval and uncertainty in all sectors of IT, and CRM was no different. SearchCRM asked its resident experts to weigh in on the changes that have taken place in their area of expertise over the past year, and to make their predictions on what will be hot in CRM and business intelligence in 2002.

DMReview Magazine - The Clickstream Data Mart (William McKnight, 12/1/2001)
McKnight continue with the value proposition and architecture concerns in the capture and integration of major customer interaction systems into the CRM-ready data warehouse with a look at Web clickstream data.

DMReview Magazine - The Integration of Data Warehouse Data with Campaign Management (William McKnight, 11/1/2001)
Customers and prospects present unique profit potential. Economically originated efficiencies are being forced upon marketing budgets everywhere. This "doing more with less" requires higher rates of return on campaigns than what was previously acceptable.

DMReview Magazine - E-CRM ­ – A Definition (William McKnight, 10/1/2001)
Vendors of e- CRM (electronic customer relationship management) solutions have muddied the true definition of e-CRM. They all say, "We do e-CRM," but typically their solutions only addresses a specific subset of e-CRM functionality. This column defines the component pieces that together form a comprehensive e-CRM solution.

DMReview Magazine - The Contact Center Data Mart, Part 2 of 2 (William McKnight, 9/1/2001)
This month McKnight continues to look at the value proposition for the CRM-ready data warehouse in support of customer contact centers.

DMReview Magazine - The Contact Center Data Mart, Part 1 of 2 (William McKnight, 7/1/2001)
Deriving the full value from customer contact data requires the integration of all contact records, regardless of how or where they were received. Data might represent phone contacts routed to a regional call center, e-mails sent to a service organization or Web interactions between sales agents and prospects surfing a company’s Web site.

DMReview Magazine - Who Owns the Customer? Part 2 of 2 (William McKnight, 5/1/2001)
McKnight addresses the challenge of obtaining a single view of the customer in a CRM-ready data warehouse while acknowledging the reality and the advantages of shared customer ownership within the organization. The focus for this month is establishing the business roles, specifically the customer data steward as a liaison to the rest of the business in the process of building the shared customer dimension. This is a very favorable approach to customer ownership.

DMReview Magazine - Who Owns the Customer? Part 1 of 2 (William McKnight, 4/1/2001)
One of the main reasons singular database, all-encompassing data warehousing efforts have had challenges is their demand that each dimension, such as customer, have a singular representation. This goes beyond compiling all the attributes that are needed by each business unit for customer. The granularity of customer, the identification of customer and the cleansing rules for customer can all be subject to debate between sales, marketing, manufacturing, call center and other business units.

DMReview Magazine - CRM as a Competitive Strategy (William McKnight, 3/1/2001)
CRM is a process that leverages customer data, marketing models and life events to improve overall customer satisfaction and gives businesses the ability to perform customer segmentation and treat each customer uniquely. CRM is a reaction to saturated marketplaces. It is also an understanding that it is more expensive to win new customers than to keep existing customers, that new customers come from competitors, that every company is in the "retail" business and that everyone in the company "sells."

DMReview Magazine - Personalized Customer Lifetime Value (William McKnight, 2/1/2001)
Customer relationship management (CRM) provides business returns based on its ability to generate more customers, retain current customers and increase the value of customers. CRM represents the most viable model for business improvement.

DMReview Magazine - 2001 Trends for CRM-Ready Data Warehouses (William McKnight, 1/1/2001)
Often often asked what trends he sees for data warehousing and CRM, McKnight lists a few that will undoubtedly receive serious attention in 2001 — the ones related to preparing and expanding data warehouses to support CRM.