CDP Team Structure

CDPs help businesses in generating better customer insights and experiences and ensures better inter-departmental communication in the long run. Once organizations have shortlisted their CDP Vendors, it is essential to ensure smooth implementation of the CDP so that the envisioned business benefits can be realized.

Choosing the right team can make or break CDP implementation. A dedicated team from the organization’s and CDP vendor’s side is essential to ensure smooth implementation and strengthen the CDP adoption. The size of the organization, the number of departments involved, and the number of use cases selected will affect the size of the team.

Following are some of the important roles from the organization’s side -

1. Project Manager -

· Preferably, a senior executive, ensuring appropriate managerial and financial backing for the project

· Responsible for timely execution of all project deliverables and resolution of escalated issues

· Leads the change management activities to ensure minimum resistance to CDP implementation

2. Solution Architect –

· Helps in selecting the right use cases ensuring business priorities are met

· Facilitates enablement and solutioning of the platform and ensures that all business requirements are implemented in the right way

· Facilitates smooth integration of the CDP Platform with existing MarTech Stack

3. Data Architect –

· Responsible for data modelling, data transformation and other data related requirements of CDP implementation

· Makes sure Data integrity is maintained and all the data transformation is performed accurately

4. Tester –

· Responsible for testing the workflow, settings, categories and other fields

· Leads the UAT efforts to ensure CDP functions properly and all stated business requirements are met

In addition to the above-mentioned roles, it is important for organizations to involve representatives from all key groups that will be using and benefiting from the CDP. Some of them include representatives from the –

· Sales Team

· Marketing Team

· Customer Representative Team

Moving to the CDP Vendor side, some key roles are as follows –

1. Project Manager –

· Primary Point of Contact from vendors side

· Responsible for smooth implementation of CDP and ensuring that all technical and functional requirements are met

2. Implementation Engineer –

· CDP expert responsible for providing technical expertise and guidance about CDP components and framework

In addition to the two above mentioned roles, CDP vendors must also have additional support and education team. This is essential to provide on demand training and support to all the relevant stakeholders and help in issue resolution in the initial days of CDP implementation.