Chapter 4: Move to the Leanest Possible Technology Stack Get started: Empower the business with a single source of truth While a 360-degree view of the customer is an incredible goal, it’s difficult to achieve. The sheer volume of data you could include is virtually endless. Move from... To... Instead of being overwhelmed by the possibilities, focus on building a clear and easy-to-read customer profile. Begin the continuous approach to building an ever-deeper view of your customer and the context for their relationship with you. Empower as many ERP-centric CRM-centric employees as possible to see this source of truth and use it to serve the customer’s needs. Talk through this “move away from” and “move to” list Separate technical debt Combined budgets focused on with your team and discuss how you can focus more and innovation line items customer experience on tech that improves customer experiences and leave behind not-so-helpful legacy systems. Projects led by departments or IT Projects led by customer centricity Large releases Smaller, more frequent releases Steering committiees Partner with end users The Customer 360 Playbook 16