| Have you ever repeatedly tried to resolve a | | | | orders additional software, the salesmen will use it |
| dispute with a company you did business with? | | | | to make sure he receives the right version. |
| Have you received several calls from a company | | | | Other companies benefit from CDI as well. Should |
| involving a particular issue? Did you have to | | | | Kelly order the wrong ink cartridges for his |
| explain the same things over and over again to its | | | | printer, this mistake could be corrected by a |
| customer reps? | | | | merchant. They contact Kelly confirming the order |
| Sometimes customers trying to resolve a matter | | | | and ship him the correct ones. |
| are transferred amongst reps in different | | | | As for dropshippers, CDI could save them from |
| departments. Many of them don't know how to | | | | shipping expenses resulting from returned orders. |
| handle their problem. Others assume that it's | | | | Erroneous orders received from the reseller can |
| someone else's responsibility. Becoming | | | | be fixed before filling them. Companies with |
| aggravated, the customer threatens to take his | | | | multiple shops in various locations can use CDI as |
| her business elsewhere. | | | | a universal communication system. It keeps |
| We all know how important it is for all | | | | managers informed on their product line and which |
| departments within a company to communicate | | | | customers are served by what location. They |
| with each other. Better yet, having a network | | | | even have instant data on each reseller and how |
| with every customer's purchase history is even | | | | much of each product they have in stock. |
| more efficient. Such a system would include past | | | | Problems with a CDI system: |
| product purchases and various other pertinent | | | | * Time taken to set up can delay access to |
| facts about them. | | | | customer information |
| This is where the CDI, (Customer Data | | | | * It may not integrate with other systems |
| Integration) system comes in. | | | | needed |
| What is CDI? | | | | * A complicated program makes it difficult for |
| CDI is a complex network system that links one | | | | staff to learn |
| company's data with other systems enabling its | | | | * Overwhelmed and overworked IT staff |
| employees to access complete information about | | | | * Two or more sets of the same information |
| any customer. | | | | with varying data |
| Up-to-the-second information about customers - | | | | Questions to ask when setting up a system: |
| their buying habits, details about these products, | | | | * Is our hardware suitable? |
| dates of purchases, credit history, and whether | | | | * What systems does this software integrate |
| they respond to direct mail or by phone -- is | | | | with? |
| reliable and instantly available. | | | | * How long will it take to train employees to use |
| How companies benefit from CDI | | | | it? |
| By having a detailed report of a customer's | | | | * What is the system cost? |
| history, customer reps are better able to solve | | | | To the readers: |
| their problems. | | | | CDI systems are used around the world. |
| For example, Kelly purchased a Dell computer | | | | Companies collect information about their |
| with the Windows 7 Home Edition operating | | | | customers based on past purchases. They then |
| system and an HP Deskjet printer February 3, | | | | can market other products that compliment things |
| 2010. This data will be on the CDI system. If Kelly | | | | they've bought, like toys for dogs to dog owners. |