Scientific Illustration | mythologyofblue: W.G. Evans, Chart of comets,... - Techronicity

Dec 01, 2011

Scientific Illustration | mythologyofblue: W.G. Evans, Chart of comets,...

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Dec 1, 2011 12:55:43 AM

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2012 The Year of Critical Enterprise Interconnections I do belive in the following: Resumes are a thing of the past, marketing and operations jointly share responsibility for customer care and customer experience, and there is some form of life other than ours in one of the many universes in deep space. I am not sure which belief will prove out first however.

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Licensed to Kill Boundaries... Silos, customer care, and the case of the DMV “The declining effectiveness of traditional marketing tactics, consumer privacy legislation, and the desire to use every interaction to deepen the customerrelationship are driving marketing and service together. Contactcentersshould relinquish control over the customer interaction — viaphone,email, chat, direct mail, or self-service — to amarketing executive who ownsand manages the overallcustomer experience.” ForresterResearch’s report, “Why Marketing Should Own the Contact Center,” illustrates, albeit polemically, the current tension and the tug of war for customer experience ownership. Traditional models ofmarketing and care do not meet the expectations of mobile, savvy end-customers. That report’s publication date: April 2004. Fast-forward to2011 and the fundamental...

Ilene Kaminsky

High tech strategic marketing in all of its permutations....

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