Are you thinking in a Customer Experience Management (CXM) way?

Happy customers are profitable customers, which will come as a surprise to exactly no one. So, how do we make customers happy?

Two thousand years ago it was probably comped drinks at the gladiator semifinals, or bonus trireme miles on your Bank of Caeser bronze card. And while that may have worked a couple millennia ago (or even a couple years ago), today it takes so much more.

If you have customers, or want customers, you need to wrap your head around Customer Experience Management — a set of connected cloud services working together to improve your customer’s experience with your product, services and brand. Tying the entire customer experience together — from advertising and marketing through sales and service — is the key to delighting your customers and prospective customers.

It’s a new approach to an age old challenge.

Comments, questions? Let me know @gradconn.

#CXM #marketing #NoSilos

Written by

Former CMO at Microsoft U.S. and Sprinklr; currently CMO at PROS, and recently described by Tom Foremski at ZDNet as "...a near perfect example of what a tech company CMO should be like." Personal Philosophy: “To know even one life has breathed easier because you have lived. This is to have succeeded.” – Ralph Waldo Emerson