Category: Customer Experience Management
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CSO Insights (a division of Miller Heiman Group) recently published its 2018-2019 Sales Performance Report. This report describes the findings of the 2018-2019 sales performance survey, which generated responses from nearly 900 global sales leaders. Sixty-one percent of the respondents were either executive managers or senior sales managers, and respondents represented 23 industries. Half of…
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Two recently-published reports paint a decidedly mixed picture of the current state of customer experience (CX) management. Most business leaders now recognize that providing great customer experiences is a critical source of competitive advantage and a primary driver of business performance. So these two reports provide an important snapshot of how far companies have come…
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Salesforce recently published the fifth edition of its State of Marketing report. The new report is based on a survey that was fielded between August 13th and September 23rd of last year, and produced 4,101 responses from marketing leaders (manager or higher). Survey respondents were from North America, Latin America, Asia-Pacific, and Europe. The authors of the…
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The role of marketing was a major topic of conversation last year, and there is a widespread belief that marketing’s scope of responsibility has expanded. In the August 2018 edition of The CMO Survey, eight out of ten (79.6%) of the survey respondents said that the role of marketing in their organization had broadened over…
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“If I had asked my customers what they wanted, they would have said a faster horse.” Henry Ford (Attributed) “We don’t ask consumers what they want. They don’t know. Instead we apply our brain power to what they need, and will want, and make sure we’re there, ready.” Akio Morita, Co-Founder of Sony Dozens of…
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In 1943, the psychiatrist Abraham Maslow introduced a theory of human motivation which proposed that people are motivated to satisfy several needs, and that some of those needs take precedence over others. Maslow argued that human needs are arranged in a hierarchy, with basic physiological needs (food, water, etc.) at the lowest level, and self-actualization…
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Most senior business leaders understand the strategic importance of customer experience (CX). They recognize that providing great experiences has become a key means of differentiation and a primary driver of competitive advantage. To provide great customer experiences, marketers and CX leaders must understand what specific aspects of experience their customers value most. The results of…
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Most senior business leaders now recognize the strategic importance of providing outstanding customer experiences. Customer experience has been one of the hottest topics in business and marketing circles for the past several years, and it’s been the subject of numerous research studies. A 2017 report by Harvard Business Review Analytic Services provides an important perspective…