Journey to Customer Mastery through Systems of Engagement

In an ideal world, our data management solutions should provide single, consistent, and differentiated view of all Customer interactions to different end user groups, whether they are in Sales, Customer Support, Field Service, or to customers themselves.

To achieve such capabilities, we not only need to have the ability to relate and link account records within and across applications, we also have to have clearly defined Data Governance and Stewardship rules on how to understand and maintain Customer (vs. Account) data, and how relevant information should be aggregated, secured, and presented to distinct user groups.

In this presentation, we will detail:

How CRM platforms have become a System of Engagement, bringing together different user groups to look at different facets of Customer information
An implementation and maturity framework to achieve high quality and user engagement
Architectural components that make this possible through rapid, iterative development cycles

A passionate data and technology professional, Mehmet Orun? has been combining proven best practices with emerging techniques to help organizations unpack the power of their data for over 20 years. As an experienced data strategist, Mehmet has worked across industries and companies big and small, to help them better engage customers, employees, and partners through understanding of relationships, product use, and operations. His favorite quotes include "A roadmap with only one road is not much of a map." and "If you want to live a happy life, tie it to a goal, not to people or objects" Mehmet's previous roles include Director, Data Quality at Salesforce, MDM Solution Owner and Enterprise Architect for Data at Genentech, DAMA-I and SFDAMA Board Member, and CDMP Data Quality Exam Committee Member. He is a contributor to DAMA DMBOK, holds a Mastery level CDMP, and is passionate about learning and sharing.