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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.”

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