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Customer-Centric Approach Ups Companies' ROI

Marketing organizations that strive to be more customer-oriented can enjoy the benefits of higher returns, claims a December 2006 Aberdeen Group report, titled "The CMO's Strategic Agenda: Creating a Customer-Centric Marketing Organization." Companies that master this approach track customer behavior, use customer profitability modeling, maintain centralized knowledge and data management systems, and possess real time decision support -- all in the name of improving their BtoC efforts.

According to the report, a majority of customer-centric organizations achieved better than 15% annual improvement in ROMI, gross revenues, and customer retention rates. These annual improvements can be attributed to leveraging customer analytics in ways that improve the understanding of the kind of relationships their best customers want.

Learn more

Posted by WOMMA Editor on February 9, 2007 9:02 AM

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