CRM's Holy Grail

How SOA can unlock a 360-degree view of the customer

By Bill Snyder

PAGE 3

Creating the single point of truth took about seven months in 2007, as part of an ongoing effort to deliver a new enterprise online servicing platform.

The creation of that "360-degree customer view" is a big step forward for Capital One, as it was for Ice.net. Five years ago, that leap would not have been feasible. It's still difficult, but a new approach to architecture and business alignment are making what was once a marketing slogan a reality.

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