When Relationships ≠ Target Expecations:

Enterprise Product Design Strategy and PDLC Transformations

Enterprise CRM & PDLC

(Product lifecycle management strategic design)

These case studies frame both customer relationship management products/applications with product lifecycle management. They are also the berth or impetus of my Pivotal Moments™ System (Caterpillar) and a more current expansion of this thinking and framework at Stellantis.

This work covers operational/employee and customer management software strategy for product design, technology, and market teams to align on roadmaps to optimize owner and purchaser journey (customer success).

    • Value Proposition with CX Success

    • Analytical CX and Business Alignment Measurement

    • Multichannel Communications Strategy

    • Qualitative and Quantitative Research Analysis from Ethnographic to UX Testing

    • Segmentation Analytics, Strategy

    • Design Thinking Workshops

    • Journey Mapping and Blueprints with Analytics and Change Management

    • Use Cases and User Stories

    • Channel/Product Design Playbooks

    • Product Journey Touchpoints and Information Architectures

    • Enterprise Design Ops and Standards

    • User Flows and Activation Strategies

    • Rapid Prototyping and High-fidelity Wireframes with Requirements

    • MarTech and Product Maturity Readiness with UX Requirements

    • Commerce and CRM Optimization from Segmentation, Engagement Analytics

    • Product Feasibility Prioritization

    • Agile Sprint Grooming and Design Deployment Management

    • Product Lifecycles and App sunset

    • SFMC and PaaS tech strategy

$54.71bn

U.S. EXPENSES ON CONSTRUCTION FOR TRANSPORTATION (2015)

$104.1 bn

U.S. CAR MANUFACTURING MARKET WORTH (2023)

9.2 MM

VEHICLES PRODUCED; U.S. SECOND-LARGEST PRODUCER TO CHINA (2021)

67 MM

CARS SOLD GLOBALLY (2022)

€189.5 bn, up 6%

NET REVENUES COMPARED TO 2022

Screenshot of a presentation slide titled 'Journey Stage Quantitative Summary' from Stellantis, discussing the vehicle purchasing process including stages like research, uncertainty, and decision-making, with graphical icons and a blue and white colo
Flowchart diagram illustrating a product ordering process from search to reordering, including steps like configuration, sending to sales, approval, order placement, review, and reordering.
A visual storyboard of Caterpillar's customer relationship management life cycle, including steps like customer pricing meeting, quote changes, pricing approval, availability check, discount finalization, and final decision, depicted with illustratio
A conference room with people attending a workshop. Participants are seated at a long table with laptops, notebooks, and coffee cups. A large wall chart with sticky notes and diagrams is visible, and a projector displays a presentation slide titled '
Chart showing attitudes toward vehicle service, with 91% of respondents responsible for vehicle maintenance, including bar graphs highlighting their knowledge and habits related to maintenance tasks.
A detailed table outlining a customer experience (CX) patent moment barrier process, including categories such as Problem, Perception, Behavioral hypothesis, Opportunities, and Communication tactics. The table discusses issues like product value conf
Chart showing sources of information for learning about in-vehicle tech features, with percentages for different sources such as YouTube videos, car manuals, manufacturer's websites, dealership staff, friends or family, call center, and others, categ
A detailed infographic titled "Caterpillar Customer Relationship Management Life Cycle Storyboard", illustrating steps in the customer relationship management process with illustrations of professionals in meetings and at desks.
Series of five mobile phone screens displaying Jeep brand promotional content. The screens show advertisements, social media posts, and messaging about the new 2023 Jeep Wrangler, featuring images of the blue Jeep Wrangler model in various outdoor se
Infographic showing responses of vehicle buyers and responders; recipient reactions to vehicle readiness and experience, with percentages for various categories.
Flowchart illustrating the process of a project from search to re-ordering, with steps including search, configuration, sending to sales report, receiving configuration, meeting, approving order, review, receiving order, and re-ordering.
A presentation slide titled 'Pivotal Moment Map Framework' outlining steps for future ownership experience grounded in quant/qual research, with a list of key points and a visual timeline of six steps including definitions, use cases, pillars, need s
A detailed infographic titled 'Stellantis North Star' illustrating a visual roadmap with various timelines, charts, and sections with text, colored predominantly in orange, beige, blue, and gray, organized in rows and columns.
A detailed infographic titled 'Dreaming & Considering' outlining phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, destinations, group types, spend brackets, user preferences, and wallet information for tra
A guide titled 'Pivotal Moment Success' focusing on customer mindset, with sections on triggers and emotions, routines to influence, and rewards. Includes icons of a hammock, a hand, and a gear, with topics like alleviating stress, searching online,
Multiple smartphone screens displaying a flight booking mobile app interface with seat maps, passenger details, and upgrade options.
A presentation slide titled 'Pivotal Moments: If the customer does... Then we communicate...' explaining customer engagement strategies such as awareness, personalization, timeliness, and fulfillment, with several infographic sections and notes on cu
Research analysis decision tree flow diagram for United Airlines' wheelchair modernization process, dated June 19, 2017, showing steps for passenger check-in, security, boarding, and special assistance procedures.
A business framework chart with sections: problem, perception, behavioral hypothesis, opportunities, communication tactics, customer, support, and methods of understanding, related to creating a receipt MVP in customer experience.
A detailed assessment sheet titled 'CX Persona Readiness Evaluation' with sections for evaluating personas, checklists for changes, gaps, and scores, accompanied by a profile of a woman named Samantha in a professional setting.
A chart displaying the gap analysis of home assets, showing the importance ranking of various asset types for consumers. It compares Amway's current state with competitors' states across categories like product video, product description, recipes, ed

Strategic Design Case Studies:

Caterpillar SFMC Sales Experience

Caterpillar SFMC Sales Experience
Stellantis CRM Journey Orchestration Lifecycle

Stellantis CRM Journey Orchestration Lifecycle