customer Process Related Topics 
Customer Experience Matrix
MAY 2, 2021
But the discussion changes when Customer Data Platforms are involved.* To make things manageable, this framework identifies items that are the same for both, favor build, and favor buy, and groups them based on whether they apply to data collection, processing, or outputs. The table below summarizes my list; I’m sure there are others.
Customer Experience Matrix
NOVEMBER 3, 2018
I spend much of my time these days trying to explain Customer Data Platforms to people who suspect a CDP could help them but lack clear understanding of exactly what a CDP can do. I’ve for years divided customer management systems into three broad categories, which are best seen as layers in a unified architecture. But I digress.
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Customer Experience Matrix
OCTOBER 17, 2014
The most impressive demonstrations were operational processes such as remote order-taking and customer support, which are far removed from traditional sales automation. A really good organization has smoothly running processes that handle each situation according to rules that require little or no judgment. (Of
Customer Experience Matrix
MARCH 12, 2017
Thomas Wieberneit argues in a thoughtful blog post that companies need one platform for consolidated customer data, but that Customer Data Platform isn’t it because the CDP is “marketer-controlled” by definition, and thus doesn’t support other departments. This hits a nerve. So what’s holding me back from changing the definition?
Customer Experience Matrix
AUGUST 31, 2017
It’s more than four years since my original review of AgilOne , a pioneering Customer Data Platform. In fact, the core data management portions have been entirely rebuilt, replacing the original fixed data model with a fully configurable model that lets the system easily adapt to each customer. But there’s plenty new as well.
Customer Experience Matrix
DECEMBER 19, 2017
The Customer Data Platform Institute (CDPI) recently surveyed its members about their customer-facing systems and CDP deployment plans. Let’s start with the general state of customer facing systems. The CDPI Member survey also asked about plans regarding Customer Data Platforms. Click here to download the full report.)
Customer Experience Matrix
MARCH 18, 2018
For the past year, the most common question about Customer Data Platforms has been how they differ from Data Management Platforms. This is where good delivery resources can be helpful: it’s much easier to deliver value with a use case that involves direct customer interaction and, thus, the opportunity to increase revenue or reduce costs.
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