by Dr. Natalie | Apr 7, 2016 | Customer Experience, Customer Service, Customer Success Management, In the News
Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes...
by Dr. Natalie | Jan 8, 2016 | B2B Customer Success Management, CMO, Crossing the Chasm, Customer Experience, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, Leadership, Marketing Optimization, Organizational Change Management
The complexity of marketing has increased exponentially. The question on many CMO’s mind’s range from: Do I have the right technology? Am I using what I have well? What else do I need? Are my processes efficient and effective to take advantage of...
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...
by Dr. Natalie | Sep 10, 2014 | CMO, Customer Experience, Digital Marketing, Dr. Natalie's Blog, Marketing Automation, Marketing Optimization, Marketing Software, Social Analytics
The world has gone digital, and no one feels the pressure more than the CMO. Customer segmentation presents challenges that are not possible to uncover with traditional methods. According to Forbes, “Gartner analyst Laura McLellan recently predicted that by 2017, CMOs...
by Dr. Natalie | Apr 18, 2014 | Chief Revenue Officer
My report is about how CMOs can use big data and analytics to transform marketing decision-making and advance corporate innovation by using big data to optimize your marketing efforts. The way I went about writing this report was I interviewed both vendors and CMOs...
