Overcoming Challenges in the Pursuit of Customer Centricity
As marketers are leveraging new tools and technologies to get in front of the customer, they must have the right strategies in place to really 'know' their customers. The CMO Council has partnered with Gain Relationship to share their innovative Customer-Centric Growth Accellerator, powered by their proprietary 9 Cs customer framework with our global membership. The 9 Cs framework is a go-to-market (GTM) methodology to get closer to the customer and drive value for both the customer and business. It is a guide to deliver a personalized customer experience by asking customer-centric questions across the 9 Cs as identified in the framework.
One of the key questions facing brand marketers today is which GTM strategies and technologies do they adopt to enhance customer experience and drive ROI? Ensuring they continue to innovate and keep on top of emerging tools such as AI and personalization is imperative for today’s marketers and business leaders. The 9 Cs provides a modern, easy-to-follow, and unique way to ask the right questions across the critical inputs to connect the dots.
Understanding your 'Cs'; Customer, Company, Competitor, Context, Collaboration, Content, Campaign, Channel and Conversion are all critical as you embark on your customer engagement journey.
When put into practice, all of these 9 Cs taken together will elevate customer value and highlight relevance at each stage of the buying journey. It will identify areas to cut through the clutter in today’s crowded market - especially as we are all competing for the same consumer’s attention. It also delivers outputs to help prioritization and provides knowledge of where to place big bets around resource allocation and efficiency. It elicits thought-provoking questions and key success factors pertaining to a set of customers for both B2B and B2C companies, for profit or non-profit, of any size and industry.
Leveraging the 9 Cs framework provides actionable takeaways to elevate the customer experience and build relationships with them, driving impactful growth without adding more complexity or chaos.
Most sales and marketing organizations haven’t been able to pivot fast enough to the new digital buyer. More than 70% of marketers don’t feel very confident in their current sales and marketing model to sell effectively in the digitalized ... More
