Are There Magic Customer Metrics in the Engagement Economy?

Three broad customer metrics have financial implications that can serve as a useful barometer for your Marketing organization in the engagement economy.

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Customer-Centric Metrics Make Your Demand Generation Dollars Go Further

There are two key customer-centric metrics you can use to help make sure you’re using your demand generation dollars effectively.

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Should You Invest? Find Out With Two Customer-Centric Metrics

If you’re lacking extensive data and analytics, this approach using two key customer-centric metrics will help you decide whether to continue to invest.

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How to Avoid Failing at Customer-Centric Marketing: It’s All in the Journey

Employing customer-centric Marketing entails understanding the customer journey and offering your customers a consistently satisfying relevant experience.

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How to Ensure ‘Customer Success’ Isn’t Just Another Overused Term

Your customer success plan is not a strategic account plan. Understand the difference and how to create and measure your customer success plan.

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How Marketing Operational Excellence Facilitates Growth and Customer Value

Operational excellence helps create an Marketing organization that can deliver on growth. Six Sigma provides a method for improving operational excellence.

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How to Eliminate Breakpoints to Improve Customer Experience

The breakpoints in customer interactions deserve your greatest attention. Improve customer experience with these 5 steps.

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How to Use Customer Insights to Spur Growth

Customer insights are mission critical in the “Age of the Customer,” where “empowered customers” make creating a growth strategy more complex.

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Marketing Metrics in Action

Marketing Metrics in Action: Creating a Performance-Driven Marketing Organization Description Patterson offers a realistic approach any company can put into practice. In three sections, her book advises how to figure out what to measure (what really matters); build, support, and shape the internal culture; and then translate all of the great measurement processes and ideas […]

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Customer Journey Mapping Workshop

Workshop Description The more you understand your customer’s journey the better you can address opportunities to improve key business results, such as product/service adoption, expanded share of wallet, customer loyalty and advocacy. This is the value of custome journey mapping. What tools you use to create your visual map isn’t as important as how you […]

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