Business leaders have realized that “getting closer to the customer” is crucial to the survival of a business, and moreover, the most critical competitive differentiator and business performance optimizer. In today’s competitive economy, customer centricity is not aspirational – it’s a necessity.
Organizations have failed to realize that to truly master customer experience, one needs to fully embrace the need to transform its people, platforms, and processes. By positioning customer centricity as a business strategy and by improving customer experience, organizations can stay ahead of the competition.
Research by CMO Council in partnership with SAP shows how important customer experience is for the survival of business organizations, and how challenged organizations are to master customer engagements. The study findings are based on an online survey of 319 marketing executives.