Measured outcomes
Unified patron profile across 5 source systems
Subscription renewal rate +18 points
Donor cultivation cycle time down 22%
Patron NPS +17 points
The orchestra’s patron data lived in 5 systems (ticketing, donor CRM, education programs, retail, mailing list). Patrons saw the orchestra as one institution; the data architecture didn’t reflect that. Subscription renewals were declining.
Salesforce as the unified patron platform. Data Cloud as the unified patron profile across 5 source systems. Marketing Cloud for personalized journeys (subscriber, donor, education attendee, retail customer). Service Cloud for patron services. Concert-specific workflows preserved.
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