At the 2015 ITSMA annual conference, we considered, “If it is all about the customer experience, why are we still pitching?” We share the key takeaways from our discussion with Janis Fratamico, Director, Relationship Marketing at Bloomberg and David Coates, Director, Customer Programs at Iron Mountain, about relationship-based engagement…and four ways your can help your organization work from a customer point of view.
In this time of fundamental disruption, one of the most powerful assets to survive the tumult is a strong, loyal customer base. Tap into key lessons learned in what it takes to create sustainable customer engagement and advocacy.
We share what we have learned about the state of digital transformation through our in-depth conversations with CXOs, and how the C-suite has moved beyond early debate to take action in five key areas to drive competitive advantage.
Getting the right members on board is the lynchpin of a successful Customer Advisory Board (CAB). Here are some lessons learned in developing an effective membership screen and the right criteria to recruit and maintain members.
With every C-suite leader vested in the future of digital, the question is who is going to lead the transformation? Three recent articles provide a useful perspective on the CDO role and how executives should think about digital leadership.
Why hire an external partner to help deliver a Client Advisory Board? Many companies have found that the strategic and challenging nature of operating a successful Client Advisory Board makes an outside specialist critical for its success. Here’s why.
As you build your marketing plan for 2016, make sure you include investment in tapping into customer insights to gain important knowledge and inspiration. Here are three ideas to get started.
[AS SEEN IN CHIEF CONTENT OFFICER] “Looking for a surefire source for topical, relevant content that grabs your executive audience? Look no further than your own clients. At a minimum, you develop some compelling stories to share with clients and prospects. Done well, content co-creation can help you create a powerful voice, build a market, and deepen important client relationships…”
Tony Zambito’s “7 Elements of Customer Understanding the C-suite Must Master” addresses the critical need for CEOs and their C-suite teams to understanding customers. But there is an 8th element missing from his list: direct, face to face engagement with those customers.
[AS SEEN IN CUSTOMER THINK] The CMO and CIO roles are more closely connected and aligned than ever on the power of digital transformation, representing an increasingly synergistic opportunity to drive change together.
Many marketers are stuck in an activity mindset, focused more on the event calendar and the client reference database than strategic conversations with customers. In contrast, an engagement mindset creates a strategy focused from the outside-in rather than from the inside-out. Here are ways to shift your approach toward an engagement mindset, even when you can’t achieve a full-scale transformation.