is personalisation now a reality in b2b - simon etherington, sitecore
TRANSCRIPT
15 in 15LEWIS PurestoneB2B eventSimon Etherington
June 2017
1. You must keep evolving
1. You must keep evolving
“The problem wasn’t that we stopped listening to customers,”
said one former RIM insider.
“We believed we knew better what customers
needed long term than they did.”
focused on
customer experience
Simon Etherington
2. Adopt a Customer
Centric Strategy
3. Experience being a customer
4. What is the relevant data
on the customer journey and where is it?
5. What are the key
milestones on the
customer journey
6. Think about your business partners
7. Identify your customer personas (5-10 max)
8. Personalisation
is more powerful
for B2B than B2C
9.
10. Big Data analytics in REALTIME!
11. Align customer experience
to the business and…
12. Choose a CX
platform to drive
all engagements
13. Your customer experience platform is either the first or second
biggest competitive advantage you have – take it seriously!
14. Build a business case – you will be surprised at the ROI
15.