Is Customer Centricity Within Reach?

Creating customer centric business practices is one of the most important factors in a company's success - so say 73 percent of 300 survey respondents, including senior marketing executives in a new survey from the Chief Marketing Officer Council and SAP. Yet in the wider scheme of their respective companies, the same group of respondents agreed that it’s a case of easier said than done.

Sure, marketers know that synchronizing the facets of a customer's experience pre- and post-sale is one of the best ways to convert a first-time or occasional customer into a loyal, evangelizing fan. That positive customer experience can translate to exponential success for your business. But if the rest of your company isn't on the same page, customer centricity can get lost in a grab bag of priorities. Of those surveyed, 86 percent of respondents didn't agree that "customer centricity is a hallmark of their company."

One way to re-orient the culture of a company is to ensure you have the tools to do so. A failure identified by respondents was that the technology and ability to leverage customer data was lacking. Less than 20 percent of respondents thought their technology platforms could deliver on marketing promises, and only 10 percent of companies were "highly confident in their ability to leverage data." That state of affairs does little to craft a customer centric experience. 

Well-meaning marketers can hire talent, establish processes and talk priorities, but without functional tools to harness the wealth of information in the customer’s experience, you’re treading water. In addition to (and often prior to) marketing automation solutions, more and more CMOs are implementing SaaS-based preference management platforms designed to deliver on campaign promises. 

Preference management, the active collection, maintenance and distribution of unique consumer characteristics, such as product interest, communication channel preference and frequency of communication, empowers a company to honor a customer’s wishes and refine their communications accordingly. In doing so, the reduce opt-outs and boost marketing ROI. 

Get beyond saying and start doing by offering your company a solution to the challenges it faces. Customer centricity is a goal that’s absolutely within reach once you can automate data and re-orient priorities.

About the Author: 
Rob Tate is the Director of Enterprise Sales at PossibleNOW.

Labels: , , , ,