tors for the Customer Management System An Authoritative Source of Customer Information Where Customer-Related KPIs are Set, Assigned, and Reported The KPI Challenge Alternative Choices for the Customer System of Record Billing System Problems Call Center and Campaign Management Software Why Not a CRM Package? Defining How The Customer Management System Will Work Housing the Master File of Customer Information Feeding Customer Information to Touchpoint Management Systems Receiving Information from Touchpoint Management Systems Managing the WAR Key Performance Indicators Creating the WAR Key Performance Indicator Reports Who Is in Charge of the Customer Management System? The Customer Relationship Management Organization Building the Organization and the System Chapter 11 An Introduction to Segmentation Segmentation Overview Reasons for Doing Segmentation Segmentation Membership Rules Mutually Exclusive and All-Inclusive: An Example Multidimensional Segmentation Table of Contents Membership in Multiple Segments Segmentation Hierarchies Dynamic vs. Stagnant Segmentation Short-Lived Segmentation Schemes Long-Term Segmentation Treatments Disassociated vs. Recombinant Segmentation Disassociation Example Geographic Segmentation Behavioral Segmentation Behavioral Segmentation - Foundation of Segmentation Sales and Buying Behavior Utilization Behavior Company Interchange Behavior Demographic and Psychographic Segmentation Consumer Demographics Business Demographics What Do You Do with All This Segmentation? Segmentation Summary Chapter12 Segmentation Framework Unique Segmentation Needs for Customer Relationship Management Segmentation Required Key Characteristics of This Framework Base Segmentation Purpose of Base Segmentation Base Segmentation As a Surrogate for a One-to-One Relationship Structure of Base Segmentation Building a Base Segmentation Scheme Consumer Base Segmentation Business Base Segmentation Applications of Base Segmentation Structural Segmentation Organization of Structural Segmentation Building of Struc