Customer Strategy: I’ll Show You Mine if You Show Me Yours
Presented in partnership with:
Join Marc Ruggiano, Vice President of Enterprise CRM at Humana and Dave Nash, Senior Director of Merkle's Customer Strategy Group for an on-demand webinar as they discuss how to define customer strategy and what needs to be done to develop and implement one effectively.
Attendees of this webinar will learn:
How firms should define customer strategy & its importance
The 5 key pillars to a well-defined and effective customer strategy
The 4 critical components of customer strategy
Many companies have a customer strategy, or believe they have one, but do they really? Customer strategy is important because it ensures the alignment of customer experience investment to the areas of greatest economic opportunity. It provides a toolset for management to consistently set, monitor, and adjust against changing business strategies and market conditions. Furthermore, a well-developed, articulated, and implemented customer strategy is essential to optimized customer relationship management.
Customer Strategy ... I’ll Show You Mine if You Show Me Yours
Many companies have a customer strategy, or believe they have one, but do they really? We have asked a number of companies to show us their customer strategy and, oftentimes, they struggle to do so. We believes that a well-developed, articulated, and implemented customer strategy is essential to optimized customer relationship management.
How a Public Health Crisis Impacts Consumer Behavior
The digital experience team at Merkle took a dive into these shifting consumer habits. During the week of March 16, the team conducted a survey of the general population to get a scope of customer experience, loyalty, and behavior during the coronavirus pandemic.