navigating the new customer journey -- blair christie, cisco cmo
DESCRIPTION
Blair Christie, CMO, Cisco's ANA Masters keynote presentation on navigating the new customer journey.TRANSCRIPT
Blair Christie SVP and Chief Marketing Officer October 16, 2014
Navigating the New Customer Journey
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Velocity Value Volume
45% of surveyed buyers say thought leadership plays a critical part in determining who makes the short list
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Source: ITSMA
Aligning content and advertising brought a new level of campaign credibility and enabled customer engagement
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Bringing in subject-matter experts created compelling new content and allowed us to leverage their social followings
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
Prioritize Thought Leadership using Non-traditional Vehicles and Channels
VOLUME
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Velocity Value Volume Velocity Value Volume
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Technology and Processes help Move Customers More Quickly Through the Pipeline
VELOCITY
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
Velocity Value Volume
Research shows expectations are rising for customized, individualized experiences in both the B2B and B2C space
When you sell a solution rather than a product, you’ll see a 479% increase in the sale
CIO
VP of Sales
CMO
CSO
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Source: Cascade Business Research Group
Using our data to update offers and alert customers of upcoming renewals offered a much simpler and higher value experience
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
Understand your customer from the start to create Greater Value and Engagement
VALUE
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
© 2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
A greater proportion of B2B customers are emotionally attached to the brand they purchased than B2C consumers
Source: CEB/Google, From Promotion to Emotion: Connecting B2B Customers to Brands
The Customer Journey NOW
CONSIDERATION
EVALUATION
PURCHASE
LOYALTY
ADVOCACY
AWARENESS
“A journey is like a marriage. The certain way to be wrong is to think you control it.” John Steinbeck