The above is an example of the Customer Journey for a Small and Medium Business 

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The Data-Driven-Operating Model is about more than just mapping the Customer Journey though! It is truly a way of going to market in a data-driven way, where the operations are aligned to the data, and there is a shared understanding of the goals within the business and what their drivers are.

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To Implement a Data-Driven-Operating Model, there are 3 Areas (Data, KPIs, Process & Org) that differ from other organizational types.

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