by Wojciech Gryc
One of the first white papers we wrote at Canopy Labs was called the “Customer Data Framework” (CDF). The paper helps businesses build a strategy around their customer data by exploring how such data is collected, used, and whether it informs broader business operations.
The framework has five sequential steps:
It also contains three cross-cutting themes:
My approach for applying this framework is via interviews with stakeholders – from frontline staff and individual contributors, to leaders within the organization who set the cultural, political, and strategic agendas. Typically this entails 30 to 50 one-on-one interviews, all of which are anonymous and kept confidential; only aggregate findings are communicated back to the organization. Additionally, strategy workshops and brainstorms are run to help set the agenda for the organization’s future.