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The Role of CIO & CMO Aignment Across Customer Experience

The Role of CIO & CMO Aignment Across Customer Experience

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The Role of CIO and CMO Alignment across Customer Experience

The Role of CIO and CMO Alignment across Customer Experience

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    The Role of CIO & CMO Aignment Across Customer Experience The Role of CIO & CMO Aignment Across Customer Experience Infographic Transcript

    • The Role of and Alignment across Customer Experience CIO CMO Aberdeen Group’s research findings demonstrate that the primary owner of customer data in 45% of organizations is the CMO. CIO is assuming a similar leading role in only 8% of businesses. Despite the seperate paths that both functions take as a part of their day-to-day activities, when it comes to delivering superior customer experience a set of activities unite their efforts around their most important asset: customers. Reduced reliance on IT support Improved targeting and segmentation 2x CIO & Companies with 41% Regular training of marketing CMO Alignment are more than twice (69 % vs. 34%) as likely as their peers to standardize customer data processes. 63% Ability to generate staff on processes used to manage and analyze customer data (41% vs. 7%) personalized content marketing campaigns based on customer behavioral data (63% vs. 26%) 64% Use customer engagement Customer engagement results (e.g. customer satisfaction) as key measures to assess marketing campaign effectiveness (64% vs. 28%) Standardized customer data 2x protocols Establish security 59% Create tailored reporting to protect customer information (76% vs. 38%) of marketing campaign results based on different criteria (59% vs. 10%) Campaign measurement and analysis Customer data security CIO NG VI IE CH A 15.4% CMO ALI GN ME NT 5x Year-over-year increase in company revenue Year-over-year increase in “social buzz” 4.5% Year-over-year increase return on marketing investments KEY TAKEAWAYS ● Manage marketing activities as an enterprise-level initiative to ensure consistency of multi-channel marketing campaign messages ● Seek expertise of IT team to streamline customer information management activities throughout the entire organization. ● Utilize CEM technology tools to deploy data-driven customer marketing activities to enhance personalization of multi-channel content marketing programs For more information, visit OpenText.com