Demo: resolving a dispute over who owns "customer"
On This Lesson 3 topics
This lesson is planned. The outline below lists the topics it will cover. The full lesson has not been published yet.
In this lesson
facilitate a leadership session that settles an ownership conflict; prepares SRA-004-LAB1.
Draft outline details
Step by step
- Gather the parties: Accounts, Marketing, Support, and the marketplace team all claim or avoid "customer".
- List what each needs: identity, consent, preferences, history. Notice they are different things.
- Split the concept: Identity owned by the Accounts team, consent by Privacy, marketing segments by Marketing, support history by Support.
- Define the authoritative source and how copies are refreshed, with contracts between teams.
- Planned mistake: declare one "customer" team that owns everything. Fix: show it will become a bottleneck and own only identity, then apply the split.
- Record the decision and a review date.
Practice
Apply this lesson with the module's lab, exercises and quiz.
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