; Quality Really Is Job No. 1
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Quality Really Is Job No. 1

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CRM without data-quality-infused services-oriented architecture (SOA) is inconceivable -- or just far too risky. To begin with, low-quality data undermines the trustworthiness of key performance indicators central not only to CRM, but to corporate performance management, business intelligence, master data management, data integration, governance/risk/compliance, and other business applications. In fact, much of the recent industry consolidation was driven by SOA vendors' need to incorporate strong data-quality (DQ) -- a trend set off in the early 2000s by SAS Institute's acquisition of DQ specialist DataFlux. The consolidation trend really picked up steam late in 2007, first with SAP's announced acquisition of Business Objects and then with IBM's move for Cognos.

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