The CMO's Blueprint For Strategy In The Age Of The Customer

Your customers, empowered by technology, can leave at any moment. To retain their loyalty, companies like Hilton Worldwide and The Home Depot plan to spend hundreds of millions of dollars to redefine customer engagement. This redefinition takes many forms in both consumer and business-to-business markets. For example, Rolls-Royce digitized its products to redefine customer value, while Macy's and USAA have transformed their marketing and product strategies to center around customers. These companies are customer-obsessed; in the age of the customer, you must be, too. CMOs, CIOs, and eBusiness professionals must work together to create this companywide-transformation. Here's a four-part blueprint on how to do it: 1) Transform the customer experience with a systematic, measurable approach; 2) accelerate your digital business future for greater agility and customer value; 3) embrace the mobile mind shift to serve customers in their moments of need; 4) turn big data into business insights to continuously improve your efforts; All of this is possible only if you shift your technology management investments toward business technology that wins, serves, and retains customers.