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Customer Centricity Begins Where a 360-Degree View Ends
While it’s one of the enduring tenets in the CRM market, a 360-degree view of the customer is fundamentally flawed. Why is that? Having all the information at your fingertips about any given...
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Who Owns the Customer?
In most companies, if you ask that question, you’ll often hear “we’re customer driven, so of course everyone owns the customer.” The problem is that when everyone owns the customer, no one actually...
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The Customer is Truly King – A Look at Why Customer Obsession Needs to be...
In their classic book, “The Discipline of Market Leaders,” authors Michael Treacy and Fred Wiersema described three basic “value disciplines” that can create customer value and provide a competitive...
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How to Successfully Brand or Rebrand a Company
Q/A with Pega CMO Grant Johnson, appearing on Rieches Baird’s “Branding Business” Radio Show Ray Baird: Obviously you’ve built many successful brands and re-branded many companies over the years....
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Are You a CMO 2.0?
Over the past few years, I’ve connected with dozens of CMOs via peer groups, such as The CMO Council, The CMO Club and Forrester’s CMO Group, and everyone I talk to is striving to become more “2.0.”...
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‘Tis The Season
As we move closer to the holidays, many things are once again cropping up, just like clockwork. Some – including the airing of The Christmas Story and It’s a Wonderful Life – are always welcome....
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The Evolving Role of the CMO – Part II
This post can also be seen on 1to1 Media. Part two of an ongoing series in which Pegasystems CMO Grant Johnson sits down with other CMOs and Industry experts to talk about burning issues that are top...
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Top 10 Strategies for Marketing Success
The CMO’s Call to Action In today’s social, mobile, big data and cloud world, significantly increasing demands have been placed on marketing. But if you’re up for the challenge, there’s never been a...
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Should the CMO be the Chief Customer Experience Officer?
This post can also be seen on Inside CXM. Given the rapidly evolving role of the CMO, it may be a natural extension for a CMO 2.0 to assume primary responsibility for customer experience management in...
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CMO 2.0 Perspectives
This post can also be seen on Inside CXM. I have always been fascinated by how the best marketers combine the science and the art of marketing, and in today’s marketing 2.0 or CMO 2.0 world, successful...
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