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Who Owns The Data?

Using Internal Customer Relationship Management to Improve Business and IT Integration
by Frank L. Eichorn

Finally, a book that not only explains how quality IT management can take your business to the next level; it also shows you how to get there! And, big bonus--it tells you in plain English. Who Owns The Data? should be on the desk of every business exec, CID, Senior IT Manager, and anyone providing, receiving, or affected by IT services within an organization. Information management has become entrenched in every facet of business operations and is a key source of competitive advantage. Recent research result, along with related studies and models on customer service, provide the foundation for a holistic capabilities assessment model for measuring Internal Customer Relationship Management (IntCRM)-- a model created and developed by Dr. Eichorn and presented herein--serves as a comprehensive tool for examining an organization's business and IT integration capabilities and provides quantitative and visual evaluation of the key criteria to determine how an organization is measuring up in the areas of internal customer relationships and successfully delivering technology solutions that meet business needs. Want a guidebook that offers workable IT solutions that will boost your business ahead of the competition? Own a cutting edge; own an understanding of the inner workings of information management by owning a copy of Who Owns the Data? Own it today!

"We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance."

About the author:

Frank Eichorn has over 25 years IT experience including positions as an Information Systems Officer in the United States Air Force, Research Consultant with a Federally Funded Researchg and Development Center, and Technical Project Manager. He is currently the VP of Business Information with a large financial services organization and a faculty member at Mount saint Mary's College in Emmitsburg, Maryland. His extensive experience includes programming, database design and development, systems analysis and consulting. He has presented at conferences and published articles on the critical topic of Business and IT Integration. Dr. Eichorn's recent doctoral research at the University of Maryland features the Internal Customer Relationship Management (IntCRM) model. Frank lives in Middletown, Maryland with his wife, Wendy, and son, Jake. In addition to his professional endeavors, he enjoys spending time with his family and managing his martial arts studio.

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