Article Link: CRM Magazine, Dec 2006
Article speaks to all the CRM activity focused on “improving the customer experience” in 2006. This is a fine (if not obvious) goal but I hope people are going to drop the silos and get cross-functional attitudes and analytics. The gnarliest customer experience problems are often cross-functional in nature because they don’t have an identifiable champion, so are allowed to fester and grow. This means solving these problems often generates the highest ROI of any customer-centric project being considered.
*** Finance versus Marketing
According to the CFO Magazine article here, Finance and Marketing don't see eye to eye on measures of return. That's Breaking News, right? Wonder if that…
*** RockStar CMOs Out
According to AdWeek, CMOs with agency backgrounds (code for Brand-ing folks? As opposed to real Brand Managers) are being replaced by those with a broader career experience…
Analytical Culture - 3 Books
The web analytics conference season is upon us and I find myself sitting on several panels dealing with analytical culture issues. "The Culture" is a tremendously important…