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customer journey

customer journey

Robert Tas shares key tips on how to personalize the customer journey. Today we constantly see the importance of customer experience and personalization at the top of CMOs’ agendas; yet I am stunned by our lack of progress. In a recent study conducted by Pega and the CMO Council, Predicting Routes to Revenue, less than three percent of CMOs reported feeling comfortable with their impact on maximizing the lifetime value of the customer. A further 45 percent of CMOs said…
Sean McCoy shares an older but always relevant post on why marketing departments need to align marketing spend with direction.  The CFO says to the CMO, “Let’s boost marketing spend by 1% this month. Where should we spend it?” The ability to answer that question is true north for Marketing departments in B2C industries. With big data and analytics radically reshaping the marketing function, CMOs now have the power to answer the CFO’s question almost instantly down to the specific…