Building a Customer-Centric Systems Architecture

August 17, 2011
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Over the last 5 years, retail-based organisations such as banks and telecommunications providers have been transforming from product-oriented systems architecture to ones more focused on the customer. Many of these initiatives have been failures and the core data in the legacy systems was often the root cause. Taking an Information Development approach to implementing a customer-oriented architecture can be a key enabler to success.

Over the last 5 years, retail-based organisations such as banks and telecommunications providers have been transforming from product-oriented systems architecture to ones more focused on the customer. Many of these initiatives have been failures and the core data in the legacy systems was often the root cause. Taking an Information Development approach to implementing a customer-oriented architecture can be a key enabler to success.

What is SVC and how can it help?

Single View of Customer (SVC) is a combination of the technology, software, processes and services needed to achieve a single, accurate and complete view of the customer across multiple sources of customer information, databases, business channels and business units. It is the basis for a customer-centric organisation because it provides a consistent and holistic view of the customers across various products, channels and touch-points of the organisation. SVC is essentially a conceptual goal and can be realised through different architecture options and solutions.

MIKE2.0 is currently building an open source framework for customer-centric systems architecture. We welcome any input or suggestions you have to improve it.