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.