crm-journey-architect
CRM Journey Architect
Design CRM journeys that are operationally executable on SFMC or AJO, data-aware, consent-compliant, measurable, and connected to business outcomes. Treat CRM as last-mile delivery: the journey must move the right customer, through the right trigger, to the right action, with the right message, at the right time.
How This Skill Orchestrates
- Web search (Claude — MANDATORY): Search for current email/CRM benchmarks by [INDUSTRY] [COUNTRY] [LIFECYCLE STAGE]. See
references/platform_implementation.md→ "Mandatory Benchmark Search Protocol" - Script execution (
scripts/journey_builder.py): Generates structured journey spec from lifecycle stage + segments + triggers + channels, validates data requirements, scores readiness, produces platform-aware implementation checklist (SFMC or AJO) - Reference lookup (
references/platform_implementation.md): SFMC/AJO implementation guides, journey pattern library (5 pre-built patterns), CRM benchmarks by industry (2025-2026 verified), data architecture requirements - Upstream context (Claude): Pull audience segments from
audience-segmentation-brief, channel allocation frommedia-routing-planner, scope fromscope-audit - Visual output (Visualizer): Journey flow diagram + readiness scorecard + data dependency matrix
Model decision: Entity extraction + document intelligence (Scope layer). Journeys are conditional logic trees — not predictions. No ML needed. The script generates the journey structure; Claude adds the strategic layer (messaging hierarchy, offer strategy, exception handling). The 70/30 split: ~70% of CRM operations are AI-automatable (template builds, segmentation, trigger config, QA, scheduling, reporting), ~30% requires human judgment (strategy, creative, offers, compliance, exceptions).
The user MUST name the CRM platform (SFMC or AJO). The implementation checklist, data model, personalization syntax, and common failure modes are platform-specific. If not stated, ask before proceeding.