How John Wiley & Sons Uses Trusted Data Across the Customer Journey - ERP Spain.com - España y América Latina

Established over 200 years ago, John Wiley & Sons helps people and organizations develop the skills and knowledge they need to succeed. Through online scientific, technical, medical, and scholarly journals, combined with their digital learning, assessment and certification solutions, they help a diverse set of customers, including universities, learned societies, businesses, governments and individuals, increase the academic and professional impact of their work. Wiley knew that a single customer identity would facilitate relationships, transaction flows and risk management. Groups such as Sales, Marketing, Product and Customer Service could realize efficiencies and drive revenue by better understanding who the customers are as well as their relationships to each other. During this webinar, Frank Guastafeste, Associate Director of Customer Data Governance at John Wiley & Sons, shares: •How Wiley discovers a whole new level of customer insights to differentiate engagement in every phase of the customer journey •The processes and business roles required to implement a single customer master record within a data governance framework •The challenges Wiley faced and the successes it has realized from a focus on data quality and governance