Fostering the closer relationships and superior experience that lead to customer loyalty isnít good just for a brandís reputation; itís good for its bottom line. And yet organizations on the whole are slow to wake up to the bottom-line benefits of attracting customers for life, and even slower to allocate the resources necessary to do so.
To shed light on this issue, Forbes Insights, in association with Sitecore, recently conducted a survey of 312 senior executives based in North America.
Key findings included:
- Organizations may recognize the importance of a strategic approach to keeping customers for life - but C-level marketers and technology executives are often left out of the process
- Developing a single customer view is a top organizational priority - technical challenges including a multiplicity of systems, fragmentation of data, and the resulting silos slow progress
- Silos and a lack of integration among teams also pose challenges - hindering the delivery of seamless, personalized customer interactions
See how to win in customers for life