The process for optimizing the customer experience
As our relationship with our B2B customers becomes more and more sophisticated, companies that focus on the optimization of the customer experience outperform those that don't. In fact, in a 2014 study of 400 executives, the Harvard Business Review found that customer experience leaders vastly outperform customer experience laggards.
Today's marketing leaders must manage customer touchpoints across multiple channels, lifecycle stages and product lines. And they must do so while meeting increasing customer demands for real-time, customized communication. At CMG Partners, we've outlined a process for exploring and optimizing the customer experience within B2B enterprise companies.