Mastering Customer Data Platform -Cdp For Business Operation

Mastering Customer Data Platforms (CDPs) for Marketing, Sales, and Customer Service

What you'll learn

The fundamentals of Customer Data Management (CDM) and its role in CDP implementations

Various methods for collecting and managing customer data

Architecture of Customer Data Platform, along with its core capabilities: Data ingestion, profile unification, segmentation, prediction & customer activation

Strategies for segmentation and prediction within CDPs to personalize customer experiences and drive business impact

Planning and executing CDP implementations to meet organizational objectives

Leveraging CDPs for marketing, sales, and customer service operations, including the use of MarTech and SalesTech tools, key metrics, and factors for success

Case studies: the application of CDPs in delivering quality customer experiences, maximizing customer engagement, and optimizing business performance

Requirements

Basic Understanding of Marketing, Sales, and Customer Service

Knowledge of Data Management Principles

Openness to Learning

Description

Unit 1. Introduction to Customer Data Platforms (CDPs)●Defining Customer Data Platforms and their significance in modern business operations.●Exploring the importance of CDPs in addressing business objectives and overcoming challenges.●Examining use cases of CDPs across various industries.●Identifying key success factors in the implementation of CDPs.●Discussing strategies for delivering quality customer experiences and understanding customer churn.●Maximizing Customer Engagement with Automation solutions in CDP●The Comparison among CDP, CRM, DMP, DWHUnit 2. Fundamentals of Customer Data Management●Understanding the basics of Customer Data Management (CDM) and its role in CDPs.●Differentiating between first-party, second-party, and third-party data.●Exploring various data collection methods and sources.●Addressing data quality and governance considerations in CDP implementations.Unit 3. Components of a Customer Data Platform●Analyzing the architecture and data flow of a Customer Data Platform.●Exploring core capabilities such as data ingestion, profile unification, segmentation, prediction, and customer activation.●Understanding profile unification techniques, including deterministic and probabilistic data unification.●Detailing segmentation and prediction strategies within CDPs.●Examining customer activation processes to engage users throughout their journey.Unit 4. Implementing a Customer Data Platform●Planning and executing CDP implementations to meet organizational needs and goals.●Setting objectives and key results (OKRs) for CDP implementations.●Exploring use cases specific to the insurance customer journey.●Strategies for increasing data collection, including leveraging affiliated banks and online/offline channels.●Understanding data ingestion processes and publishing data as a service.●Overviewing data sources from core systems, and how does it feed data into insurance databases.●Building customer segmentation and activating customers through on-site promotion and automation.●Name of CDP Leaders in the 2023-2024 Gartner Magic Quadrant, Forrester, IDC, G2Unit 5. Leveraging CDPs for Marketing●Exploring the role of CDPs in marketing, sales, and customer service operations.●Deep diving into MarTech tools, key metrics, and factors for marketing success.●Analyzing SalesTech tools, key metrics, and factors driving sales performance.●Understanding customer service tools, key metrics, and factors for delivering exceptional service.

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Course Outline

Section 2: Introduction to Customer Data Platforms (CDPs)

Lecture 3 Introduction to Customer Data Platforms

Lecture 4 Business's Objectives & Challenges

Lecture 5 Use cases of CDP in few industries

Lecture 6 Key success factors of Customer Data Platforms (CDPs):

Lecture 7 Delivering Quality Customer Experiences: The Formula for Success

Lecture 8 Understanding Customer Churn in the Insurance Industry

Lecture 9 Maximizing Customer Engagement with CDP and Automation Solutions

Lecture 10 CDP, CRM, DMP, DWH comparison

Section 3: Fundamentals of Customer Data Management

Lecture 11 Understanding Customer Data Management (CDM)

Lecture 12 Types of Data

Lecture 13 Data Collection Methods and Data Governance

Section 4: Components of a Customer Data Platform

Lecture 14 Customer Data Platform Architecture

Lecture 15 CDP Core Capabilities: Ingestion, Profile Unification

Lecture 16 CDP Core Capabilities: Segmentation

Lecture 17 CDP Core Capabilities: Customer Activation

Section 5: Implementing a Customer Data Platform

Lecture 18 Planning and executing a Customer Data Platform (CDP) implementation

Lecture 19 Take an example of CDP Needs and Goals for an insurance company

Lecture 20 Objectives and Key Results (OKR) in period of time – For example

Lecture 21 Data Collection: affiliated banks data online, internal data (CRM, Core, DWH)

Lecture 22 Data Segmentation: Expand diversity across user journeys

Lecture 23 Data Activation: Promote On-Site & Automation (SMS, Emai, etc), Lead Scoring

Lecture 24 Data Activation: Gamification, Surveys, Ratings, Product Recognition Online, …

Lecture 25 CDP Leaders in the 2023/2024

Lecture 26 Measure and optimize journey performance with rich, real-time reporting

Section 6: Leveraging CDPs for Marketing, Sales, Customer Service

Lecture 27 Customer Data Platform for business operations

Lecture 28 Leveraging CDPs for Marketing, Sales & Customer Service

Lecture 29 Conclusion

Marketing Professionals,Sales Professionals,Customer Service Representatives,Business Owners