Extracting value from customer data means CMOs can optimise customer loyalty and life-time revenues. Yet this article posits the opposite. CMOs geared more to win new customers at the expense of the existing ones.
My personal experience suggests the same which means there is a big gap waiting to be filled by those offering customer loyalty and retention solutions based on big data analytics, machine learning and AI
Is it possible that all of the emphasis on “newer” marketing—coping with big data, social media, digital, and sophisticated analytics—is preventing marketers from getting the basics right? There isn’t enough time, money, or resources to do everything and so in an effort to move ahead, are marketers ignoring the basics that are fundamental to a good CX?
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