Accelerating customer centric lifecycle design and enabling Adobe activations

Trigger

A leading global bank ambitions to leverage its CRM automation tool upgrade to enable a new touchpoint ecosystem.
How to support company transformation in an agile context and foster customer centric vs product centric campaigns and lifecycles design?
Campaign plan cartography and analysis reveal a number of optimization potentials:
Rebalancing number of campaigns per individuals and optimize overall performance.
Detecting and anticipating customer needs by leveraging on weak signals.
Orchestrating and personalizing with omnichannel relevance.

Action

INSPIRING VISION

Selecting one high potential segment as PoC for upgraded, customer centric campaigns for Adobe.

Allowing for both direct business impact and scalability.

PRIORITIES SETTING

Identifying and validating the best segment for PoC.

Defining the main stakes based on co construction workshops and prioritization matrix.

Defining requirements for selected items across the 6 Numberly golden principles.

ROADMAPPING

Prioritizing lifecycles data integration by sequence through CRM specific impact / feasibility matrix.

Recommending priority use cases for mid term integration and further acceleration.

Preparing, facilitating and documenting deployment-ready CRM lifecycles in Adobe.

Deliverable

Faster, more objective roadmapping and priority making through adoption of Impact / Feasibility matrix.
CRM teams on board for Adobe upskilling and autonomous activations.
Rebalanced campaigns towards more service and personalization.
Enhanced campaign briefs for faster time to market and better execution.
One methodology & toolbox for all activations across product categories and segment for faster time to market and better execution.