h the other systems in the organization. Basically, the warehouse will have to support several jobs simultaneously. Housing the Master File of Customer Information First and foremost, the customer data warehouse will have to house all of the critical information about the customers themselves. Of course, we must be careful that we not interpret this statement too literally. We do not propose here that all information about customers be kept in this warehouse, only information that is critical and central to the management of customers. Chapter 10 Figure 10-8: Housing the Customer Information What Is Included in the Master Customer File? Certainly critical to the population of the central data warehouse are the following: Core information about the customer's identity (name, ad- dress, zip code, contact phone number, etc.) Revenue and sales history summary (as much as possible) Product usage history summary (the more the better) Segmentation membership - (all segment memberships that a customer belongs to must be recorded here) Contact history summary (all contact with the customer by all customer touchpoint organizations and the outcome) What Does Not Need to Be Kept in the Warehouse? Other useful information about the customer can be stored wherever it is convenient. This will include: Detailed billing history Call detail record history Detailed customer touchpoint history This information needs to be accessible but can be managed by the organizations that run those particular systems. eXcellence in Telecommunications The Telco Churn Handbook Feeding Customer Information to Touchpoint Management Systems The second job of the data warehouse is to feed information about customers into each of the customer touchpoint management systems. Included in that list are: Call center management systems Campaign management systems Sales tracking systems Billing systems Internet sales systems Distribution channel tracking systems Many others The data warehouse needs to be set up in such a way that each of these systems can be