CMOs also rated their competence on leveraging these essential marketing tools. Excluding the traditional CRM solutions, CMOs are less competent with three out of four of the most essential customer experience tools -- interaction management, predictive analytics and loyalty management. Results showed that CMOs at one billion dollar plus companies are even less competent, across every category.
"With consumer expectations rising, there is a greater need to deliver a relevant, personalized experience," said Stephan Dietrich, president, Neolane, Inc. "The data showed that real-time support of personalized, cross-channel interactions is critical for CMOs to ensure the optimal customer experience. Unfortunately, CMOs are not highly competent in leveraging the most essential tools. It's critical that CMOs embrace these technologies and begin to understand how they can drive significant customer experience improvements for their brand."
For the complete survey, down Research Brief: CMO Impact on Customer Experience eBook here: www.neolane.com/usa/resources/CMO-Survey-Report/cmo-club-survey-results.
To learn more about Neolane, follow us on Twitter @neolane.
About The CMO Club
The unique purpose of the CMO Club is to bring Chief Marketing Officers together in an environment of openness and collaboration that enables them to excel at what they do and solve their biggest CMO challenges. Tailored exclusively for the benefit of top marketing executives, the CMO Club hosts dinners and events, shares reports and research from marketing industry leaders, and leverages the first online engaged CMO community network.
The CMO Club was founded in 2007 by a seasoned marketing executive, Pete Krainik. It currently has over 800 members, who share ideas and serve as a resource for CMO career opportunities and deals. The CMO Club's focus is to help CMOs participate in the world's best CMO conversations.
For more information, visit http://www.thecmoclub.com/.
Neolane provides the only technology.htm">conversational marketing technology that empowers organizations to build and sustain one-to-one lifetime dialogues, dramatically increasing revenue and marketing efficiency. Born digital, with best-in-class email and inbound-outbound channel fusion capabilities architected into a single code-based platform, marketers achieve results in record time. Neolane is easy to use for both power and casual users, but powerful enough to drive the most sophisticated marketing strategies. Future proof, Neolane has a track record of enabling its customers to adapt to new customer engagement challenges and exploit opportunities more quickly than their competition. Neolane is used by more than 400 of the world's leading companies including Alcatel Lucent, barnesandnoble.com, Sears Canada, Sephora Europe and Sony Music. Visit www.neolane.com and read our blog The Cross-Channel Conversation.
Copyright © 2013 Neolane. All Rights Reserved. All other brand names, product names, or trademarks belong to their respective holders.
PAN Communications for Neolane
Phone: + 1 617-502-4300
Email: Email Contact
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