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Customer 360 Integration

One of the biggest challenges for businesses in industries like Retail, Financial Services, and more is achieving a unified view of the customer. With various technologies capturing different aspects of the customer lifecycle, data can become fragmented and siloed, making it difficult to develop a holistic customer profile. From Master Data Management (MDM) solutions to Customer Data Platforms (CDPs), each approach has its strengths and use cases. This project focuses on my experience implementing integration strategies that provide businesses with a 360-degree view of their customers, enabling better decision-making and enhanced customer experiences.

Portfolio Category
Integrations
Published Date
May 23, 2024

Below are some key solutions I designed and implemented to help clients achieve a comprehensive view of their customer data:

  1. Salesforce CRM Integration: Integrated Salesforce with external systems using a variety of patterns, including Request/Reply, Batch, and Streaming, to consolidate customer data across Sales, Service, and other departments. These integrations provided users with a single source of truth for customer interactions, streamlining workflows and improving data consistency.
  2. Snowflake Customer Data Consolidation: Advised on and worked with data consolidation solutions using Snowflake, a highly scalable cloud data warehouse. By centralizing customer data from multiple sources, businesses were able to improve reporting and analytics, giving them actionable insights into customer behavior across the entire lifecycle.
  3. Salesforce Data Cloud (CDP): Worked with Salesforce Data Cloud to create a centralized, customer-focused data platform that supported Sales, Service, and Marketing teams. This platform provided a unified view of customer interactions, enabling personalized marketing campaigns, enhanced service delivery, and streamlined sales efforts. I also had the privilege of presenting a successful Salesforce Data Cloud implementation for PGA Tour Superstore at Dreamforce to an audience of 300+ people in 2022.
  4. Analytics Data Engineering: Advised clients on data engineering best practices to aggregate customer data for analytics with tools such as Tableau Prep or Alteryx. For example, answering critical business questions like “How is my marketing influencing customer purchasing patterns?” required consolidating data from disparate systems such as CRMs, ERPs, and marketing platforms. I provided strategic recommendations for implementing efficient and scalable solutions to meet these data needs, even when clients weren’t prepared to implement best practice technology such as a Data Warehouse.