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Customer Obsession

If you are a technology leader, you need a strategy for digital transformation. As more executives obsess over the customer experience, you need to lead and have a seat at the table. Without it, the handwriting is on the wall in terms of long term success.

“The digital heat wave isn’t a mirage. Companies and their IT organizations must begin to meet with external customers and adapt agile processes as we talked about in part one of this series. In concert with external customer engagement and agile processes, IT organizations must implement IT Business Partner or BRM programs to ensure investment roadmaps drive digital customer solutions and company strategy. And finally, IT leaders must help the c-suite by teaching them to treat the IT function just like every other business function. Collaboration between the C-suite and IT, especially linking strategy and IT, are absolute requirements in the Age of the Customer. There is much to be done and great opportunities to drive revenue. Good luck on adapting to the digital heat wave. Your company is counting on you as a leader to make the transitions happen.”

Source: CIO Strategy for the “Age of the Customer,” Part Two

What is our strategy for customer experience continuous improvement? – Customer experience excellence requires an approach that focuses on continuous improvement. This starts with a strategy that supports a goal to improve the customer experience from X to Y. All great strategy focuses on measurable goals. Knowing the goal is the key. Having established a goal with supporting strategies, helps us ensure several questions can […]

Why do you need a marketing technology strategy? – There is a whole lot of marketing technology in the market place. It would not be surprising to find that you are overwhelmed and over extended by it all. What are your marketing technology goals? Do you have strategies that support the goals? Are your people capable of implementing the strategy or are they overwhelmed […]

Fortium Partners – Customer Experience Assessment, Strategy and Roadmap – Fortium Partners, in response to and in anticipation of our clients’ needs in a world where the customer experience has become a critical business function, has developed a comprehensive Customer Experience Assessment and Roadmap program available immediately to Fortium clients.   The changing nature of relationship management Traditionally, the fundamental focus of the Enterprise has been to […]