by Dr. Natalie | Oct 8, 2015 | B2B Customer Success Management, CMO, Crossing the Chasm, Customer Experience, Dr. Natalie's Blog, Organizational Change Management
The importance of leading the customer experience cannot be understated. However, if the CMO steps into this role, there are risks that come along with the rewards. It may mean, in some organizations, that you’ll have to start by wearing a flak jacket to repel those...
by Dr. Natalie | Oct 8, 2015 | B2B Customer Success Management, CEO, CMO, CRM, Customer Experience, Digital Marketing, Leadership, Marketing Optimization, Organizational Change Management
As brands realize Customer Experience Management is key to their overall strategy and long-term growth, our research at Constellation found CMOs should consider the following 7 principles when leading customer experience initiatives: Bring passion about the brand you...
by Dr. Natalie | Oct 7, 2015 | B2B Customer Success Management, Big Data, CEO, CFO, Chief Revenue Officer, CIO, CMO, CRM, Customer Experience, Customer Service, Customer Success Management, Dr. Natalie's Blog, Leadership, Marketing Optimization, Organizational Change Management
Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? Today, the value chain in business has gone from products that became commodities to services that fuel anticipation of superb customer experiences that...
