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9 Steps To Operationalize CX And Achieve Advocacy

JoyceHow can firms operationalize the customer experience and create customers for life? It is great to talk about it, make it a company-wide initiative, pound our fists on the boardroom table and commit to becoming customer-centric, but what are the actual steps marketing operations can take to operationalize the customer experience?

Customer Experience In The Millennial Age

Mark AboudSince the introduction of SPIN selling in the early ‘80s, the world of B2B customer engagement has seen steady innovation. Telephone cold calling, voicemail and emails became vital tools used to let prospects know you wanted to talk to them. When you did get a positive response, face-to-face meetings for problem discovery and PowerPoint presentations to drive the impact of your solution home became the standard. B2B selling was ruled by the conventional wisdom of seasoned sales executives who had control of the information. Through vast experience and advanced training in strategic and positional selling, they knew exactly how to win. It was a seller’s market and a game of inches.

Sitecore Integrates With Salesforce Marketing Cloud For Personalized CX

Sitecore, an experience management software, has integrated its Experience Manager and Experience Platform with Salesforce Marketing Cloud.

The first phase of the integration is designed to streamline the digital marketing process and help marketing teams improve campaign content and personalization. Sitecore Connect will be available later this month in the Salesforce AppExchange and on the Sitecore Developer Portal, according to a press release.

"Companies have to transform the way they engage with customers [who] have come to expect tailored experiences across every touchpoint,” said Jon Suarez-Davis, Chief Strategy Officer of Salesforce Marketing Cloud, in a statement. “With Salesforce Marketing Cloud and Sitecore, users are able to better understand customer interactions across all channels and optimize marketing campaigns in order to enhance the complete customer journey.”

Adobe Launches Experience Cloud, Unveils Updates To AI Framework

Adobe announced the launch of its new Experience Cloud, which will integrate with the company's Creative and Document Cloud offerings to better the customer experience. The company also unveiled updates throughout its cloud offerings, including enhancements to its AI technology via a new partnership with Microsoft, as well as new partner integrations.

Customer Experience, Community Building Grab Center Stage Among B2B CMOs

The role of marketing is changing, moving beyond acquisition and deeper into the funnel to support sales, according to C-level marketers and experts at the B2B Marketing Exchange (B2BMX) in Arizona in February. As part of that, B2B marketing executives are shifting more focus on the overall customer experience (CX) and customer life cycle.

Marketers know CX is very important, but they have yet to master it, Jeff Marcoux, CMO Lead for Worldwide Enterprise Marketing at Microsoft, shared during his keynote address. He suggested building marketing strategies around buyers’ or customers’ challenges on a human level and identifying what motivates them.

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