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Building a Customer
Intelligence Practice
Identify, Collect, and Use Customer Interactions;
Bob Selfridge
CEO & FOUNDER
Welcome!
• Old Software Developer
• Small Town Entrepreneur
• Total Data Geek!
• LOVE Common Sense & KISS
• HATE Red Tape & Wasting Time
• Ride a Really Big Motorcycle 
1.)
Customer
Intelligence
begins with
reference data
Building Customer Intelligence:
2.)
Supplement
Data with
transactional
data
3.)
Subjective
dimensions
can then be
added
4.)
Augment data
with 3rd party,
1st party, and
public data
Define All Needs
Personalization and
Improved Experience
Variety, Volume, Velocity
of Information
Measurement & ROI
Data, Data, Data Needs:
Reference, Transactional,
Subjective & Other
Design Complete Specifications
Systems, Tables, Fields,
Credentials
Methods, Languages,
Schemas, Tools
Permissions, Politics,
Ownership, Authority
Ways to connect
everything together
Develop Entire Solution(s)
Review detailed
specifications and…...
Work, work, work, work,
work, work, work, sleep
Work, work, work, work,
work, work, work, eat
Work, work, work, work,
work, work, work, annnd
Build your practice?
Wee
k 1
Wee
k 2
Wee
k 3
Wee
k 4
Wee
k 5
Wee
k 6
Define All Needs
Design Complete Specifications
Develop Entire Solution(s)
Build your practice
Mont
h 1
Mont
h 2
Mont
h 3
Mont
h 4
Mont
h 5
Mont
h 6
OR
Personalization and
Improved Experience
Variety, Volume, Velocity
of Information
Measurement & ROI
Data, Data, Data Needs:
Reference, Transactional,
Subjective & Other
Systems, Tables, Fields,
Credentials
Methods, Languages,
Schemas, Tools
Permissions, Politics,
Ownership, Authority
Ways to connect
everything together
Review detailed
specifications and…...
Work, work, work, work,
work, work, work, sleep
Work, work, work, work,
work, work, work, eat
Work, work, work, work,
work, work, work, annnd
Define All Needs
Design Complete Specifications
Develop Entire Solution(s)
Build your practice
Q3 Year 1
Q1 Year
2
Q3
Year 2
Q1
Year 3
OR EVEN
Personalization and
Improved Experience
Variety, Volume, Velocity
of Information
Measurement & ROI
Data, Data, Data Needs:
Reference, Transactional,
Subjective & Other
Systems, Tables, Fields,
Credentials
Methods, Languages,
Schemas, Tools
Permissions, Politics,
Ownership, Authority
Ways to connect
everything together
Review detailed
specifications and…...
Work, work, work, work,
work, work, work, sleep
Work, work, work, work,
work, work, work, eat
Work, work, work, work,
work, work, work, annnd
So what is the problem?
“Traditional business models rely on planning,
which in turn assumes either the future will be like
today or we are good at forecasting. Neither has
proved true,”
– Wharton professor Peter Cappelli
Gaining a holistic view of the customer is paramount in today's omni-
channel marketplace. Unfortunately, the available data, interaction
opportunities and technological capabilities change or appear at an
incredible pace.
Waterfall!
Personalization and
Improved Experience
Variety, Volume, Velocity
of Information
Measurement & ROI
Data, Data, Data Needs:
Reference, Transactional,
Subjective & Other
Systems, Tables, Fields,
Credentials
Methods, Languages,
Schemas, Tools
Permissions, Politics,
Ownership, Authority
Ways to connect
everything together
Review detailed
specifications and…...
Work, work, work, work,
work, work, work, sleep
Work, work, work, work,
work, work, work, eat
Work, work, work, work,
work, work, work, annnd
Define All Needs
Design Complete Specifications
Develop Entire Solution(s)
Building a Customer
Intelligence Solution
Identify, Collect, and Use Customer Interactions;
Individuals and Interactions
more than processes and tools.
Self-organization and motivation
are important, as are direct
interactions.
Respond to Change
more than following a plan.
Agile development methods are
focused on quick responses to change
and continuous development
Working Solutions
more than comprehensive
documentation.
Working Solutions are more useful
and welcome than just presenting
documents in meetings
Collaboration
more than negotiation.
Requirements cannot be fully collected at
the beginning of a development cycle,
therefore continuous stakeholder
involvement is very important.
The Agile Manifesto
These Geeks are SERIOUS!
Waterfall vs Agile Processes
Agile and lean coach Henrik Kniberg describes the benefits of the agile approach versus the traditional waterfall-
style product development in his presentation (http://blog.crisp.se/wp-content/uploads/2014/03/unproject.pdf),
and illustrates them with the above picture.
Waterfall
Agile
Define Reference Data Needs
Collaborate
3 Vs
ROI
Data
Define Specifications
Tables, Fields,
Credentials
Tools
Ownership
Develop
Work,work
Annnnnnd...
Build with an Agile Process?
Wee
k 1
Wee
k 2
Wee
k 3
Wee
k 4
Wee
k 5
Wee
k 6
Define Transaction Data Needs
Collaborate
3 Vs
ROI
Data
Design Specifications
Tables, Fields,
Credentials
Tools
Ownership
Develop
Work,work
Annnnnnd...
Define Subjective Data Needs
Collaborate
3 Vs
ROI
Data
Design Specifications
Tables, Fields,
Credentials
Tools
Ownership
Develop
Work,work
Annnnnnd...
The
Agile
Process
But wait, there is more!
Data
Define
DesignDevelop
Deliver
The
Agile
Process
Find Your starting point
Data
Define
DesignDevelop
Deliver
At the start of every
cycle, evaluate your
needs.
In the early stages,
this is a review and
analysis of available
information vs data
and tools in place
currently.
Find “friendlies” in the
organization with the
ownership, authority,
and ability to provide
low hanging fruit.
Show Quick ROI and
gather steam!
The
Agile
Process
Define it
Data
Define
DesignDevelop
Deliver
Who owns tools
useful for your CIP?
What is available for
use?
When can you get
access?
Where is it located?
Why do you need or
want it?
How does it improve
the customer
experience?
The
Agile
Process
Design it
Data
Define
DesignDevelop
Deliver
Who can provide the
access?
What specific
dimensions, metrics,
and tools are in play?
When is it available
to your tool?
Where are the details
and documentation?
Why is it a value to
your CIP?
How will it be
utilized?
The
Agile
Process
Develop it
Data
Define
DesignDevelop
Deliver
Communicate Daily
Face to Face is Best
Business & Tech must
collaborate vs
negotiate
Simple is better
Needs change, even
in development
Keep a consistent
pace
Don’t let perfect be
the enemy of good!
The
Agile
Process
Deliver it!
Data
Define
DesignDevelop
Deliver Fast
Deliver Frequently
Working Deliverables
are the #1 sign of
success
Delivery must be able
to measure ROI
Negative ROI is ok, if
you delivering Fast
and Frequently
NOTE: Define and
Design should be in
full swing at this point
Deliver
The
Agile
Process
Draw Conclusions from it
Data
Define
DesignDevelop
Deliver
Testing, Evaluation
and Analysis
WAS THERE ROI?
What worked, what
didn’t, what could be
improved?
Team Reflection on
the process journey
from start to finish
Continuous Attention
to excellence
What can be
Enhanced? Removed?
Missing? Learned?
The Point?
Data
Define
DesignDevelop
Deliver
Agile approach is one that:
Uses teams to work through a process
designed to respond to
unpredictability;
Allows for and
encourages changes
in direction;
Gives teams great
authority and transparency;
Builds in customer
or user response to the end
product or service while it is
still being developed.
Use Agile to:
• Build Software! 
• Manage:
• Workflow
• People
• Companies
• Marketing
• Analytics
• Finance
• Service
• And….
Motivated individuals
are what projects are built around and should be trusted
Face-to-face conversation
is the best form of communication
Working Solutions
Are the primary measure of progress
Sustainable development
and able to maintain a constant pace
Immediate ROI
by early and continuous delivery of valuable software
Welcome changing requirements
even in late development
Working Solutions
are delivered frequently (weeks rather than months)
Close, daily communication
between business people and technical staff
Review: 12 Principles of Agile Process
Simplicity
the art of maximizing the amount of work not done
Continuous attention
to excellence and good design
The Team Reflects
on how to become more effective, and adjusts accordingly
Self-Organizing Teams
Create the best architectures, requirements, and designs
DEFINE
DEVELOPDESIGN DELIVER
DATA
Thanks Everyone!
Bob Selfridge
bob@tmmdata.com
814.404.6906

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Bob Selfridge - Identify, Collect, and Act Upon Customer Interactions; Rinse, Repeat

  • 1. Building a Customer Intelligence Practice Identify, Collect, and Use Customer Interactions;
  • 2. Bob Selfridge CEO & FOUNDER Welcome! • Old Software Developer • Small Town Entrepreneur • Total Data Geek! • LOVE Common Sense & KISS • HATE Red Tape & Wasting Time • Ride a Really Big Motorcycle 
  • 3. 1.) Customer Intelligence begins with reference data Building Customer Intelligence: 2.) Supplement Data with transactional data 3.) Subjective dimensions can then be added 4.) Augment data with 3rd party, 1st party, and public data
  • 4. Define All Needs Personalization and Improved Experience Variety, Volume, Velocity of Information Measurement & ROI Data, Data, Data Needs: Reference, Transactional, Subjective & Other Design Complete Specifications Systems, Tables, Fields, Credentials Methods, Languages, Schemas, Tools Permissions, Politics, Ownership, Authority Ways to connect everything together Develop Entire Solution(s) Review detailed specifications and…... Work, work, work, work, work, work, work, sleep Work, work, work, work, work, work, work, eat Work, work, work, work, work, work, work, annnd Build your practice? Wee k 1 Wee k 2 Wee k 3 Wee k 4 Wee k 5 Wee k 6
  • 5. Define All Needs Design Complete Specifications Develop Entire Solution(s) Build your practice Mont h 1 Mont h 2 Mont h 3 Mont h 4 Mont h 5 Mont h 6 OR Personalization and Improved Experience Variety, Volume, Velocity of Information Measurement & ROI Data, Data, Data Needs: Reference, Transactional, Subjective & Other Systems, Tables, Fields, Credentials Methods, Languages, Schemas, Tools Permissions, Politics, Ownership, Authority Ways to connect everything together Review detailed specifications and…... Work, work, work, work, work, work, work, sleep Work, work, work, work, work, work, work, eat Work, work, work, work, work, work, work, annnd
  • 6. Define All Needs Design Complete Specifications Develop Entire Solution(s) Build your practice Q3 Year 1 Q1 Year 2 Q3 Year 2 Q1 Year 3 OR EVEN Personalization and Improved Experience Variety, Volume, Velocity of Information Measurement & ROI Data, Data, Data Needs: Reference, Transactional, Subjective & Other Systems, Tables, Fields, Credentials Methods, Languages, Schemas, Tools Permissions, Politics, Ownership, Authority Ways to connect everything together Review detailed specifications and…... Work, work, work, work, work, work, work, sleep Work, work, work, work, work, work, work, eat Work, work, work, work, work, work, work, annnd
  • 7. So what is the problem? “Traditional business models rely on planning, which in turn assumes either the future will be like today or we are good at forecasting. Neither has proved true,” – Wharton professor Peter Cappelli Gaining a holistic view of the customer is paramount in today's omni- channel marketplace. Unfortunately, the available data, interaction opportunities and technological capabilities change or appear at an incredible pace.
  • 8. Waterfall! Personalization and Improved Experience Variety, Volume, Velocity of Information Measurement & ROI Data, Data, Data Needs: Reference, Transactional, Subjective & Other Systems, Tables, Fields, Credentials Methods, Languages, Schemas, Tools Permissions, Politics, Ownership, Authority Ways to connect everything together Review detailed specifications and…... Work, work, work, work, work, work, work, sleep Work, work, work, work, work, work, work, eat Work, work, work, work, work, work, work, annnd Define All Needs Design Complete Specifications Develop Entire Solution(s)
  • 9. Building a Customer Intelligence Solution Identify, Collect, and Use Customer Interactions;
  • 10. Individuals and Interactions more than processes and tools. Self-organization and motivation are important, as are direct interactions. Respond to Change more than following a plan. Agile development methods are focused on quick responses to change and continuous development Working Solutions more than comprehensive documentation. Working Solutions are more useful and welcome than just presenting documents in meetings Collaboration more than negotiation. Requirements cannot be fully collected at the beginning of a development cycle, therefore continuous stakeholder involvement is very important. The Agile Manifesto These Geeks are SERIOUS!
  • 11. Waterfall vs Agile Processes Agile and lean coach Henrik Kniberg describes the benefits of the agile approach versus the traditional waterfall- style product development in his presentation (http://blog.crisp.se/wp-content/uploads/2014/03/unproject.pdf), and illustrates them with the above picture. Waterfall Agile
  • 12. Define Reference Data Needs Collaborate 3 Vs ROI Data Define Specifications Tables, Fields, Credentials Tools Ownership Develop Work,work Annnnnnd... Build with an Agile Process? Wee k 1 Wee k 2 Wee k 3 Wee k 4 Wee k 5 Wee k 6 Define Transaction Data Needs Collaborate 3 Vs ROI Data Design Specifications Tables, Fields, Credentials Tools Ownership Develop Work,work Annnnnnd... Define Subjective Data Needs Collaborate 3 Vs ROI Data Design Specifications Tables, Fields, Credentials Tools Ownership Develop Work,work Annnnnnd...
  • 13. The Agile Process But wait, there is more! Data Define DesignDevelop Deliver
  • 14. The Agile Process Find Your starting point Data Define DesignDevelop Deliver At the start of every cycle, evaluate your needs. In the early stages, this is a review and analysis of available information vs data and tools in place currently. Find “friendlies” in the organization with the ownership, authority, and ability to provide low hanging fruit. Show Quick ROI and gather steam!
  • 15. The Agile Process Define it Data Define DesignDevelop Deliver Who owns tools useful for your CIP? What is available for use? When can you get access? Where is it located? Why do you need or want it? How does it improve the customer experience?
  • 16. The Agile Process Design it Data Define DesignDevelop Deliver Who can provide the access? What specific dimensions, metrics, and tools are in play? When is it available to your tool? Where are the details and documentation? Why is it a value to your CIP? How will it be utilized?
  • 17. The Agile Process Develop it Data Define DesignDevelop Deliver Communicate Daily Face to Face is Best Business & Tech must collaborate vs negotiate Simple is better Needs change, even in development Keep a consistent pace Don’t let perfect be the enemy of good!
  • 18. The Agile Process Deliver it! Data Define DesignDevelop Deliver Fast Deliver Frequently Working Deliverables are the #1 sign of success Delivery must be able to measure ROI Negative ROI is ok, if you delivering Fast and Frequently NOTE: Define and Design should be in full swing at this point Deliver
  • 19. The Agile Process Draw Conclusions from it Data Define DesignDevelop Deliver Testing, Evaluation and Analysis WAS THERE ROI? What worked, what didn’t, what could be improved? Team Reflection on the process journey from start to finish Continuous Attention to excellence What can be Enhanced? Removed? Missing? Learned?
  • 20. The Point? Data Define DesignDevelop Deliver Agile approach is one that: Uses teams to work through a process designed to respond to unpredictability; Allows for and encourages changes in direction; Gives teams great authority and transparency; Builds in customer or user response to the end product or service while it is still being developed. Use Agile to: • Build Software!  • Manage: • Workflow • People • Companies • Marketing • Analytics • Finance • Service • And….
  • 21. Motivated individuals are what projects are built around and should be trusted Face-to-face conversation is the best form of communication Working Solutions Are the primary measure of progress Sustainable development and able to maintain a constant pace Immediate ROI by early and continuous delivery of valuable software Welcome changing requirements even in late development Working Solutions are delivered frequently (weeks rather than months) Close, daily communication between business people and technical staff Review: 12 Principles of Agile Process Simplicity the art of maximizing the amount of work not done Continuous attention to excellence and good design The Team Reflects on how to become more effective, and adjusts accordingly Self-Organizing Teams Create the best architectures, requirements, and designs
  • 22. DEFINE DEVELOPDESIGN DELIVER DATA Thanks Everyone! Bob Selfridge bob@tmmdata.com 814.404.6906