Meet Ron Swift 25+ years of experience in focused strategies and implementations of Information Technologies Strategies & Architectures for “Managing the Information Systems Business” & “DW Methodology” DW and CRM Expert Noted Author Customer, Consultant, Practitioner, and Strategist: NCR Vice President, CRM Solutions Married, No Kids, Lives in Florida

Ronald S. Swift Vice President NCR Corporation Customer Relationship Solutions NCR Corporation Ron Swift is an internationally known consultant, author, developer, and strategist in the areas of Business Intelligence, Decision Support, Data Warehousing, Executive Information Systems, Electronic Commerce, Marketing, and Customer Relationship Management . Ron has assisted hundreds of clients on 5 continents to achieve their strategies and goals for 30 years. His professional experiences range in Industries which include Banking, Financial Services, Brokerage, Insurance, Communications, Transportation, Retail, E-Commerce, and Government organizations. Prior to joining NCR in 1996, Ron was a Senior Partner with an International Consulting Firm after completing a successful career with IBM for over 22 years. His experience also includes many strategic planning sessions, marketing activities, and educational functions throughout the years. His vast experiences also include 8 years of part-time teaching in several colleges and universities in graduate schools, management curricula, and professional educational programs. Ron Swift is author of the recently published and highly-rated book: “Accelerating Customer Relationships”, from Prentice-Hall Publishers. He also authors columns in the “Relationship Management Report” and “The Data Warehousing Report”, plus articles for ComputerWorld in several countries, “The Journal of Data Warehousing”, Data Management Review Magazine, and a number of business publications

The ultimate CRM book Acquire the most profitable customers Build customer loyalty…forever Create services every customer wants Drive powerful marketing efficiencies Forecast customer behavior

Ch. 1 Managing Customer Relationships 1:1 1 Table of Contents Ch. 1 Managing Customer Relationships 1:1 1 Ch. 2 Defining Your CRM Process 37 Ch. 3 The Role of Information Technology 65 Ch. 4 Learning from Information: Data Mining 93 Ch. 5 The Stages of Growth for CRM and Data Warehouse 123 Ch. 6 Data Warehouse Methodology 157 Ch. 7 Building the CRM Data Warehouse and Info-Structure 169 Ch. 8 Critical Success Factors for CRM and DW 197 Ch. 9 Data Privacy: Ensuring Confidence 225 Ch. 10 Implementing Privacy and Customer Views 257 Ch. 11 The @ctive Data Warehouse 273 Ch. 12 The Economic Value of CRM 295 Ch. 13 The Strategic View of Data Warehousing and CRM 319 Ch. 14 How Companies Succeed Using CRM, DW, and RT 337 Ch. 15 Studies of Communications Industry Implementations 401 App. A: Author's End Notes and Acknowledgments 423 App. B: Bibliography/References 431 Index 457

E-Mail: Ron.Swift@NCR.com or go to www.ncr.com/ronswift Read the new CRM/DW/DSS book “Accelerating Customer Relationships” ISBN: 0-13-088984-9 Ron Swift Vice-President NCR Corporation 1413 S.W Osprey Cove Port St. Lucie, FL 34986 USA Phone: 1-817-307-5313 E-Mail: Ron.Swift@NCR.com or go to www.ncr.com/ronswift

Leverage people, processes, activities, information, and technologies to... Acquire new, more profitable customers Build long-term customer loyalty Serve every customer as an individual Drive powerful marketing opportunities Increase profits and shareholder value! The start-to-finish guide to breakthrough customer relationship management! In Accelerating Customer Relationships, a world-renowned CRM expert shows you how to build knowledge "infostructures" that deliver breakthrough profitability and customer loyalty. Ronald S. Swift walks you step by step through integrating every customer touchpoint: retail, Web, call center, and beyond. Swift covers every aspect of enterprise-wide relationship management—strategies, processes, partnerships, platforms, software, methodologies, and more. Through proven methods, practical examples, and case studies, you'll discover how to create the customer-centric environment to: Identify what your most profitable customers share in common-then find more customers just like them! Shorten your sales cycle by anticipating your customer's requirements and expectations more accurately Manage your channel partnerships and other relationships more profitably Maintain customer privacy and confidentiality while gaining the benefits of profiling Calculate the economic value of customer relationship management Discover the key factors that make or break CRM for your organization The high-value, loyal customer is the #1 key focal point for growth organizations worldwide! Today's relationship technologies give you an unprecedented opportunity to strengthen and deepen the customer relationships you care about most. Ronald S. Swift can show you how to do it-before your competitors do! "Ron Swift's book is designed to help you tie the loyalty knot with your customers. It has the tools, the framework, and the know-how to deliver customers and profits." — Martha Rogers, Ph.D., Peppers and Rogers Group and co-author of The One to One Future and One to One B2B "When your customers know you know them, your business is bound for success. Ron Swift's book provides the tools, the framework, and the know-how to build rock solid CRM and DW strategies to deliver customers and profits. Ron continues his excellence with profound and practical knowledge and advice." — Bill Inmon, Father of the Data Warehousing concept, and author of 30 books on Data Warehousing, Decision Support, and Database Technology FROM THE BOOK Excerpt Read an excerpt from the book Table of Contents Preface Ch. 1 Managing Customer Relationships 1:1 1 Ch. 2 Defining Your CRM Process 37 Ch. 3 The Role of Information Technology 65 Ch. 4 Learning from Information: Data Mining 93 Ch. 5 The Stages of Growth for CRM and Data Warehouse 123 Ch. 6 Data Warehouse Methodology 157 Ch. 7 Building the CRM Data Warehouse and Info-Structure 169 Ch. 8 Critical Success Factors for CRM and DW 197 Ch. 9 Data Privacy: Ensuring Confidence 225 Ch. 10 Implementing Privacy and Customer Views 257 Ch. 11 The @ctive Data Warehouse 273 Ch. 12 The Economic Value of CRM 295 Ch. 13 The Strategic View of Data Warehousing and CRM 319 Ch. 14 How Companies Succeed Using CRM, Data Warehousing, and Relationship Technologies 337 Ch. 15 Studies of Communications Industry Implementations 401 App. A: Author's End Notes and Acknowledgments 423 App. B: Bibliography/References 431 Index 457

Abstract of NCR’s CRM Workshop at www. dci Abstract of NCR’s CRM Workshop at www.dci.com/brochure/crmchi/seminars.asp Register for Seminar Number 10492 at www.dci.com

To Register for CRM Seminar & Hotel DCI Seminar Number 10492 at www.dci.com

Internet: Ron.Swift@NCR.com or go to www.ncr.com/ronswift For Additional information, read our new CRM/DW/DSS book “Accelerating Customer Relationships” ISBN: 0-13-088984-9 Ron Swift Vice-President CRM Solutions NCR Corporation 1413 S.W Osprey Cove Port St. Lucie, FL 34986 USA Phone: +1-817-307-5313 Internet: Ron.Swift@NCR.com or go to www.ncr.com/ronswift