Getting Started with Self-Service
--------Using Domo
---------------------------using ORCL
--------with Social Media
---------------------with Barry's KPI Framework
Approach to a Customer Data Platform
I am helping a number of Clients to undertake a digital transformation program,
with a strategic commitment to be more customer centric.
The challenge is to evolve from being a product driven, B2B business into a
services and contractual business with an evolution to become a B2C business model.
To achieve these goals, a programme has been established to drive a Customer focused CRM initiative, involving the implementation of Oracle EBS, SAP and Salesforce.
A team consisting of internal stakeholders and SMEs is usually created and can be augmented with additional
skills in CRM, Data Governance, Data Modelling and Architecture.
I sometimes recommend 'Getting Started with Self-Service, by Gooogling for
'Self-Service a Customer Data Platform'.
This usually starts by building a Customer Data Platform
The UK Government has a good blog on
"Building a Platform"
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Functions of a CDP include :-
Collect and reconcile customer data about identities, profiles, purchase history, preferences, and transactions
Transform and augment this data into a 360° view of the customer with context, intentions, relationships, and interactions
Turn data into insights, with segments, scores, forecasts and recommendations
Connect in real time to the customer touch-points and turn those insights into increased conversion rates and customer loyalty
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Our Plans
The comments on the right will help you understand
our plans for our Customer Data Platform.
We will be adding Data Models for
a 'Do-it-Yourself' Customer's Journey
a Single Customer View
Features include :-
Cross-device Profiles
Customer Experience Management
Customer Touchpoints, including Online, offline, Mobile and Internet
Disparate Data Sources
Internet of Things
Omnichanel Customer Segmentation
Unified Customer View
Interesting external links include :-
Progress Software asks
What's your Plan ?
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We have included features from :-
Customer Experience Management
Customer Journey Mapping (Basic)
and (Complex).
Customer Lifetime Value
Customer Master Index
CRM Customer Metrics
Know your Customer
Our Customer Experience Management Layer ensures a consistent User Interrface.
Proof-of-Concept (POC)
Priorities :-
1) Create Reference Data
2) Create Master Data
3) Create Transaction Data
4) Create Generic (Data) Platform
Development Environment :-
Oracle Login(dba/m3)
Development Tools :-
We will develop PoC Applications using Oracle with
Apex and SQL,
IoT
and reviewed against (alphabetically) :-
Domo
IBM Bluemix Garage
in
London
NetSuite
Salesforce
In the Conceptual Data Model on the left We have incorporated Data Models for :-
Know your Customer
Customer Journey Mapping
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