ators Sending and receiving information about customer activity and keeping all the business units informed on customer interactions will certainly provide much value to the firm. However, to be assured that everyone will use that information to the best advantage, the warehouse also needs to become the primary location for setting the key performance indicators for each of the business units. This is the place where the organization determines the WAR objectives (wallet share, acquisition, and relationship building) for each of the segments and where those objectives are translated into specific goals and objectives for each of the business units. Setting the KPIs needs to be a formal process that the data warehouse manages. Data Warehouse KPI Management Functionality How will the warehouse manage the KPI process? It must be able to accomplish several objectives. First, the warehouse is used to define the segmentation that each business unit will use to measure its activity. Second, the specific targets set for each business unit are stored in the warehouse. Third, it will be used to collect the results of each unit's activities. KPI management is a complex and critical process, one that must allow the people managing the KPIs to review, modify, and analyze them on a regular basis to see how well they are running. Creating the WAR Key Performance Indicator Reports Finally, the data warehouse must be the one place where all WAR key performance indicator progress reports are created. There is only one way for the data warehouse, the segmentation, and the KPIs to be fully used and integrated into the operational framework of each eXcellence in Telecommunications The Telco Churn Handbook of the customer touchpoints. The system communicating the targets must be the same system that creates the reports that management uses to evaluate the performance. Creating the KPI reports may be the single most important job that the data warehouse fulfills because through these reports (and management's subsequent enforcement of 