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Digital Enterprise Execution: Ailing or Excellent?
Are companies gaining business lift from the digital shift? According to a new survey of senior corporate executives, entitled “Digital Enterprise Execution: Ailing or Excellent?”, there’s unanimous validation of the business gains from digital transformation, but it’s not entirely due to strategic leadership from the corner office. An overwhelming 89 percent of survey res...
Cracking Tomorrow’s CX Code
Real-time customer intelligence for exceptional experience
It’s no secret that the last few years have upended the way customers want to interact with companies. Digital engagement has led to higher customer expectations, bigger demands and about a million more choices if one brand doesn’t deliver. Privacy laws and changes by tech companies have marketers scrambling to get the data they need to meet customer expectations. Chances are your CX ...
High-Velocity Data Marketing
Future State: Evolving into an ALERT Enterprise
Marketers are turning increasingly to data as a source of wisdom and foresight; and to get ahead of sudden disruptions and heightened consumer expectations. The CMO is at the epicenter of this data movement at a time when companies need strategic, intelligence-based direction more than ever. The CMO Council, in partnership with GfK, recently hosted roundtables with marketers in Dubai, Johannesbur...
Increase Your Pace in the E-commerce Race
Rating the State of Consumer Supply Chains
With ecommerce expectations skyrocketing for rapid home delivery of consumer products, manufacturers and retailers are caught in a major supply and fulfillment dilemma. Legacy supply chains, often designed for in-store fulfillment, are not keeping pace with consumer demand and are no longer profitable. Faced with the unrelenting success of ecommerce giants like Amazon and Walmart, industry execut...
National Brands Kickstart Local Demand
When local businesses stumble, a national brand’s revenue tumbles. A third of national marketers say 40% or more of their company’s revenue comes from local business partners, yet less than 30% of small businesses have fully recovered from the pandemic. Do the math, and you’ll see a lot of lost revenue. As a national marketer, you need to drum up local demand for a fragmented ch...
Embrace Meaningful Personalization to Maximize Growth
Insights on the value of personalized CX
Consumers want to be heard, understood and respected. They don’t care about your customer experience — they want meaningful, personalized, human experiences. In this new report, from our partners at Deloitte Digital, Embrace meaningful personalization to maximize growth, you will learn how savvy CMOs and CXOs are building durable business advantages and increased customer loyalty...
The High-Velocity Data Marketer
Meeting disruption with insights at speed
CMOs have entered a new era of high-velocity data marketing to spot sudden disruptions in market and customer behavior. We’re talking about the speed of acquiring real-time, relevant data signals. Speed of generating data insights. Speed of closing the gap between data and insights, insights and action. Yet two-thirds of marketing leaders are only moderately confident (or worse) in their da...
Smart Spending at Speed
How to Turn Procurement Into Your (Not So) Secret Growth Engine
Given today’s marketing pressures, such as tighter budgets, leaner staff, higher stakes with MarTech, and expectations of increased and tangible return on marketing investments, smart and fast marketing sourcing has become a team sport.This has led to a grassroots refresh of marketing’s relationship with procurement. Why? CMOs who more actively involve procurement in marketing sourcing...
Solving For Disruption
Data, Analytics & Insights For The Modern Marketer
To kickoff our “Signals From the Noise” program, the CMO Council polled a select group of marketing executives to learn about the effectiveness of their data systems. This strategic brief highlights the most relevant marketing data signals, where marketers feel they are already mature in their data capabilities, and what continues to elude them. This research serves as th...
Humanize + Optimize The Way You Recognize Every Customer + Contact
Using Frictionless Biometrics Across All Channels of Engagement
Improving digital customer experience (DCX) is now a crucial business issue for brands. Consumers have flocked to digital channels since the start of the pandemic. Too often, they have encounted experiences that don’t satisfy, causing many to abandon transactions and take their business elsewhere. Very often, the problem is digital authentication and identity verification. More than 80 perce...
Authentication Frustration
How Companies Lose Customers in The Digital Age
One of the fastest ways to lose customers and revenue in the digital age is a painful and convoluted identity verification process. More than 6 out of 10 consumers report exiting online transactions due to problems verifying identity. Over 8 in 10 say they prefer to do business with companies and brands that make identity confirmation simple and safe with biometrics. This new report explores the ...
Why Customer Service Is The New Marketing
For far too long, customer service had a comfortable place on marketing’s back burner. But what happens when the pot starts to boil over?The customer journey is no longer a linear funnel. With so much noise and endless distractions, marketers need to foster real, human connections. New research from Acquire finds that customer service is the new key to effective marketing, loyalty, acquisiti...
Data-Driven Decisioning Powers CX Forward
Marketers Aiming for Ideal Customer Experience Face Data Silos and AI Skills Hurdles
Marketers are working to develop an ideal CX that meets customer expectations for resonant and relevant experiences with their favorite brands. Ideal CX is about tailoring a message to a customer in a way that moves the customer down the funnel and toward a transaction. Data analytics and AI are essential for creating richer CX. Yet nearly seven out of 10 marketing leaders are still developing or...
Email Marketing ROI
What Leads to Better Results?
Whether you’re a CMO, on the path to becoming one, or want an inside look at how the most effective marketing channel in your toolkit—email—can drive the highest return on your investment (ROI), you’re in the right place. On average, email drives an ROI of $36 for every dollar spent, higher than any other channel. In this guide, our partners at Litmus drill down to underst...
Financial Service and Online Payment Edition
Uncover your competitors’ social advertising strategies and optimize your brand campaigns to influence consumer sentiment and acquisition, outsmart your competition, and win market share
Don’t fall prey to one-dimensional data analysis for determining your brands multidimensional impact. This Partner Content report explores how marketing leaders need to see farther and deeper than ever before into their brand’s analytics, impact and performance. Learn how to achieve a 360-degree view of your brand strategy metrics to see how you stack up against competitors....
Health Insurance Edition
Uncover your competitors' social advertising strategies and optimize your brand campaigns to influence consumer sentiment and acquisition, outsmart your competition, and win market share
Are you measuring yourself in a silo? This Partner Content report focuses on the health insurance industry and provides unique strategies for your organization to see into your brand’s competitive landscape. Learn how to outsmart your competition and win market share with more visibility and context than ever before....
Consumer Electronics Computers Edition
Uncover your competitors' social advertising strategies and optimize your brand campaigns to influence consumer sentiment and acquisition, outsmart your competition, and win market share
Customers are people, too. So many emotions are behind each click, purchase and interaction customers have with your brand. This Partner Content report explores how marketing leaders can measure their brand analytics, impact and campaigns beyond the narrow lens of one-dimensional data. Treat customers as more than just a number....
Brandtotal Top Chart Reports
May-June 2021
BrandTotal’s Top Performers charts presents brands that dominated social media that month. Learn what worked and why, how leading brands are generated social media success and more! This Partner Content report covers three main categories: Top 10 Most Engaging Ads, Top 10 Most Loved Ads, and Top 10 Spenders. Did your organization make the cut?...
The Omnichannel Experience
Why Companies are Paying Attention To It
Are marketers missing the mark with their content? For 42% of marketers, content is the most vital tool for lead acquisition, yet it’s consistently underutilized. Omnichannel communication in today's digital climate requires cohesive, accessible and impactful content narratives in order to resonate with rapidly evolving audiences' needs. For many brands, gaps in communication, inconsistent c...
The Exponential Power of Collaborative Marketing
Working With Partners Brings Better Data Insights And Business Outcomes
This report details how collaborative marketing can bring companies and their partner networks into the data-driven digital marketing revolution. Companies with limited data-driven digital marketing capabilities are at risk of being left behind. Through a collaborative marketing platform, national brands can share actionable data insights, creative assets, and other digital marketing inputs with ...
The Greatest Comeback Ever
The Story of Retail During and After Covid 19
Even before the COVID-19 pandemic, everyone was talking about the “Retail Apocalypse.” The Coronavirus then exacerbated an already desperate situation, with the outlook for retail looking grimmer than ever. And yet, despite all odds, there has been a resurgence in retail — could this be the greatest comeback ever?...
C-Suite Scorecard
A 2021 Enterprise Performance Report of Marketing Effectiveness
The C-Suite Scorecard report card is based on a survey of 120 enterprise business leaders in companies of all sizes. It gave marketing high marks for 2020 performance, and nearly 70% of respondents are confident in marketing’s ability to lead growth recovery in 2021. Notably, however, management in enterprises of more than $500 million in revenue differ in their views of marketing developmen...
Airlines And Hospitality
Brands Are Pivoting Their Strategy and Messaging To Grab Market Share As The World Opens Back Up
The world is opening up! The industry that was initially the hardest hit – travel – is set to lead the recovery. This industry report highlights who is dominating the Share-of-Voice (SOV), which creatives are catching fire, what the consumer sentiment is around brands and even specific posts, what each brand’s messaging and positioning strategy is, and who’s getting it righ...
How Changing Consumption Patterns have Shaped the Way Food and Beverage Brands are Advertising
Leading Food and Beverage brands are household names and key drivers of the economy. The COVID-19 pandemic, however, fundamentally changed the way we relate to these brands. If there’s one thing we’ve learned over the past year, it is the importance of brand messaging, particularly when it comes to paid social media messaging and creative. What messages are brands attempting to connect...
The Future of Finance Lies in a Customer Segment of One
How Financial Services Can Remain Relevant In The Eyes Of The Customer
An ecosystem is rapidly unfolding in financial services, blurring boundaries between stalwart finance institutions, giant tech companies and emerging FinTechs. Financial services — banking, payments, wealth management and more — need to devise a strategy on how to align to this new paradigm and come up with defensible competitive positions. In order to capture, maintain and grow marke...
Will Retailers Capitalize or Capsize on Consumer Data?
How to Ascend the Analytics Maturity Curve and Deliver a Winning Digital Experience
Retailers are at crossroads as the world emerges from the pandemic, which tore a particularly destructive path in the retail and consumer packaged goods industries. More than 40 household retail brands filed for bankruptcy last year, while others continue to struggle. When consumers flooded a retailer’s fragile digital channel, many became frustrated with the digital experience and clicked ...
Humanizing and Analyzing Relationships To Drive Revenue, Retention And Returns
Re-thinking an old marketing metric — customer lifetime value (LTV) — can help close the gap between marketing efforts and financial outcomes. LTV will also allow CMOs to design a more effective, efficient marketing mix. More importantly, many CEOs, heads of sales and line-of-business executives look to LTV to inform their strategic business decisions. Yet there’s a lot of oppor...
Getting it Done in 2021
Marketing Leader Intentions + Projections
There’s some good news and optimism from global marketing leaders looking for growth recovery in 2021. Nearly two-thirds of 200 members surveyed by the CMO Council worldwide say they will boost marketing spend in the coming year and most don’t expect to downsize or re-structure their organizations. Findings reveal senior marketers are mostly focused on spend ROI, efficiency and revenu...
Making Content Marketing Convert
Combining Trusted Content from Channels of Insight + Influence with Lead Marketing Science
Digital content is indispensable in driving business opportunities, market education and customer engagement in 2020. Yet, many marketing organizations lack the necessary capabilities and processes to keep pace with a growing content marketing imperative. This report sheds light into the problems marketing organizations face in elevating the business impact of content development, distribution and...
Authority Leadership Marketing
Making Content the Cornerstone of Customer Engagement and Relevance
B2B marketers today must introduce strategic themes and advocacy platforms that resonate with customer decision makers sweating business issues, problems and challenges. By assuming a trusted authority leader role and evidencing intimacy with market needs and requirements, vendors become credible sources of relevant information and conversation. This often requires linkages with peer networks and...
How To Achieve Transformational Growth
Combining Vision, Insight, and Innovation with Cultural Alignment and Unified, Disciplined Digital Execution
CMOs in the age of digital transformation and accelerating competitive intensity are being challenged to set forth new routes to revenue. With the expectation that the mandate of today's CMO is to achieve consistent and substantial growth, there is increasing pressure to identify strategies that will achieve increased customer value, scale global operations and improve product success. Yet while ...
Exceeding the Requirements of the Trust Economy
Identifying Opportunities to Secure the Trust in Brand Experiences
Warren Buffet famously said, “It takes 20 years to build a reputation and five minutes to ruin it.” This has never been more true when it comes to the sacred trust between customers and brands. Today’s customers are ready to flee brands that can’t keep personal data secure. Yet, too many brands risk losing customer trust in the face of massive data proliferation and rising ...
Are Garbage Leads Trashing Your Brand?
Time to Add More Compliance to Lead Marketing Science
Too often, marketers provision leads from agencies, offshore list sources, internal departments or media channels that are not the result of an opt-in, permission-based, relevant content-consumption process. In other words, they’re garbage. And it gets worse: These leads may be coming from bad actors, such as overseas lead farms cutting corners and outright illicit name scrapers. All of whic...
Transformation in the Age of Engagement
Shifting the Destination to Journey Back to the Customer
Transformation, especially in the digital age, is not easily achieved. Many businesses are investing in transformation, but not all of these investments will pay off. For too long, transformation has been approached as a massive project... something all-encompassing, expensive, and massive. Transformation is rarely discussed as advancement made in many small steps. This report dives into two cas...
The CMO's Growth Driving Playbook
CMOs are expected to drive growth. Yet while research released in Q2 earlier this year (2018) highlighted that CMOs are increasingly activating on growth-driving activities, many are still stuck in the traditional role of brand storyteller rather than strategic revenue creator. Indeed, many are far less comfortable with key aspects of driving growth such as architecting the customer experience and...
GDPR: Impact and Opportunity
How Marketing Leaders Addressed GDPR Readiness and Compliance
GDPR, the European Union’s new General Data Protection Regulation, has forced marketers to rethink their operations to ensure they are compliant. Yet new research highlights that far too many marketers are unaware that GDPR even applies to them, and have taken no steps to modify their policies. This report highlights why all marketers, dealing directly with the European Union and even those...
Doing More With Data: Strategic Overview
Assessing the Current Dynamic of Data, Engagement and Cross-Functional Collaboration
Recent CMO Council research highlights the need for executives across marketing, commerce and supply chain to do more with the data at their fingertips, especially given the need to provide a superior customer experience in an omni-channel environment. Indeed, the shift to digital has heightened the need to aggregate data insights and properly distribute those insights across all key functions wi...
CMOs and the Spark to Drive Growth - Executive Perspectives
How do Marketing Leaders Intend to Drive the Growth Agenda?
In the first part of this investigative growth-driving series, “CMO Action to Spark a Growth Reaction,” we highlighted results of a survey of nearly 200 senior marketing leaders. That research demonstrated that on the road to driving growth, CMOs have evolved beyond their traditional role as brand growth leader, and today are getting comfortable in taking on the role of sales and exper...
CMOs and the Spark to Drive Growth
How do Marketing Leaders Intend to Drive the Growth Agenda?
CMOs are increasingly expected to drive growth. In our first investigation into marketers as growth-drivers in 2016, 68 percent of the marketing leaders surveyed saw themselves as growth leaders. They also revealed that senior management and the board held them accountable for growth, believing it was their chief or primary mandate. Yet that investigation also revealed that far too many marketers ...
Gaining Traction With Every Digital Interaction
Identifying Operational Efficiencies That Impact Customer Experiences
Nearly 80 percent of marketers surveyed for this study by the Chief Marketing Officer (CMO) Council reveal they are still unable to fully realize the revenue potential of their customers. Developed in partnership with SendWithUs, this strategic brief reveals that collaboration around the channels of choice for the customer is critical to turning an automated touchpoint into a revenue-producing opp...
Ingenuity in the Global eCommerce Community
How To Compete and Not Get Beat in the Digital Retail Marketplace
This strategic brief explores how the massive scale, data quality and customization capability of online marketplaces are bringing new levels of customer insight, enriched experiences and added value to brands. The brief aggregates the best practices of brand leaders leveraging eCommerce communities to execute smarter and more personalized customer acquisition strategies. Contained within this re...
Establishing and Enriching the Content Supply Chain
Aligning Campaigns, Content and the Customer for Exceptional Experience
While as much as a third of most marketing budgets are dedicated to content origination, few companies formally assess the effectiveness of their content strategies and the relevance and value of content offerings. Even fewer are examining the performance, influence and impact of content in the pre-sales, conversion and customer relationship development areas. This white paper—titled &ldquo...
The Impact of Connectedness on Competitiveness
Creating Business Value From Operational Insight Driven by the Industrial IoT
The Industrial Internet of Things will transform business and industrial performance, delivering significant improvements in operational efficiency and uptime, as well as growth from new business models, products, services and customer experiences. Still, despite keen interest and growing expectations, most companies are unprepared to take advantage of IIoT technology and have no clear strategic ...
Strategy 2017
Are You Asking the Right Questions to Get Customer Experience Right?
While marketers made great strides in taking ownership of customer experience (CX) strategies in 2016, recent research from the CMO Council reveals that 49 percent of marketers believe they are only able to deliver connected, personalized, data-led experiences some of the time—and primarily only across digital engagements. Furthermore, when asked about the ROI of these experiences, only 7 pe...
The CMO Shift to Gaining Business Lift: Executive Perspectives
The role of the CMO has evolved far beyond anyone could have predicted 10 years ago. Gone is the traditional role of mere brand ambassador, replaced with the critical role of business driver, change agent and customer experience champion. As was revealed in the report "The CMO Shift to Gaining Business Lift," CMOs have a clear desire, and business-supported mandate to serve as the primary growth d...
Mind the Gap
Outlining Key Actions Marketers Can Employ Across Their Teams to Achieve True Customer Experience Success
Believe it or not, just 8 percent of 200 chief marketers surveyed by the CMO Council in Q3 admit to auditing, assessing and continually improving the customer experience. Given the critical need to convert, grow and retain relationships in an omni-channel world, this is a pretty pitiful statistic. With customers demanding to be heard and engage with brands on their terms, how are marketers using ...
The CMO Shift to Gaining Business Lift
The CMO of today has denounced the traditional role of mere brand ambassador, instead opting to actively assert their role as business driver, change agent and customer experience champion. But while the CMO of today knows they will need to take the driver's seat in steering the development of next generation products, services, business models and customer experiences, many may still be falling i...
Omnichannel's Missing Link
Identifying the Disconnect Between Brands and Retail Partners
According to the findings from this CMO Council study, conducted in partnership with digital marketing intelligence company Netsertive, the strength of the entire omnichannel experience may lie in the last mile of the journey, where customers are choosing to transact, as well as in local retail partnerships and touchpoints. Marketers almost unanimously agree that delivering an omnichannel experien...
The New Rules of Engagement
A Look Into Shopper Marketing
Marketers in today’s connected world are aiming to deliver personalized communications to consumers, but are they really getting it right? According to a study by the CMO Council, in partnership with Bazaarvoice, while consumers are increasingly comfortable with marketers using their personal data for targeted advertising that is relevant to them, marketers are still struggling to deliver th...
The Purpose-Built Experience
Starting With the Customer and Adding a Heavy Dose of Empathy
Despite the understanding that the desire to create customer-centric experiences is driving marketing, marketers are still struggling to achieve true customer experience success. In fact, 73 percent of marketers surveyed by the CMO Council stated that customer centricity was critical to the success of the business, but 41 percent indicated that their lack of customer-centric experiences had negati...
Making Personalization Possible
Amplifying the Customer’s Voice for a Lasting Experience
Clicks, views, posts, shares and visits have taken a back seat to acquisition, retention and revenue growth as core measures of customer experience and engagement success, reports the Chief Marketing Officer (CMO) Council. According to a new study conducted with Microsoft Corp., marketers are de-prioritizing digital campaign metrics in favor of business-focused measurements that more directly tie ...
Predicting Routes to Revenue
Identifying Real-Time Decisions for Business-Driving Engagement
While there is an over-abundance of consumer data and analytics, marketers have yet to master what meteorologists and economists do best: funnel this multiplicity of data into actionable insights to reliably anticipate and predict what’s ahead and then prepare for it. According to this study from the CMO Council—entitled “Predicting Routes to Revenue"—only 5 percent of mar...
CMO Shift to Gaining Business Lift Background Presentation
This presentation explores background research sourced by the CMO Council, Deloitte, and third parties to provides additional context to our latest initiative, "The CMO Shift to Gaining Business Lift" in three main exploratory research areas: Driving Growth and Creating Business Value The Changing Role of the CMO Differentiating the Customer Experience ...
Mapping Monetization
Best Practices and Strategies for Identifying New Opportunities and Maximizing Existing Experiences
The CMO Council recently partnered with Vindicia, the leaders in payment and billing solutions, to host a series of executive roundtables to discuss new paths to revenue and the challenges to monetization optimization. The number one issue that marketers found most challenging to overcome: FEAR. Whether it’s the fear of the unknown (“We’ve never charged for that type of content,...
Asia Pacific Digital Factbook 2015
The new Asia Pacific Digital Factbook 2015, provides statistics and trends about mobile, web, social media, eCommerce, video, advertising, search, apps and just about every aspect of this region’s online marketing ecosystem. Over the past eight years, the Digital Factbook’s predecessor, the Asia Digital Marketing Association’s (ADMA) Asia Pacific Digital Marketing Yearbook, has ...
Activating the New American Mainstream
Defining, Reaching and Engaging the Multicultural Market
This study—entitled “Activating the New American Mainstream”—addresses the necessity of reaching these critical customer segments that are quickly becoming the new mainstream consumers in America. According to a 10-question survey of 150 North America-based senior marketing executives, 67 percent reveal that their CMO has a high level of buy-in and support for multicultural...
Total View for Total Engagement
New Challenges in Reaching and Engaging the SMB Audience
For a previous study by the CMO Council (titled “Better Traction From Smarter SMB Interaction”), some 70 percent of the 184 total respondents revealed that the SMB market is an extremely important market for their businesses, with only 5 percent of marketers feeling that the market was not important at all. Looking toward the future, 66 percent anticipated an increase in SMB focus, wit...
From Creativity to Content
The Role of Visual Media in Impactful Brand Storytelling
A picture may be worth a thousand words, but marketers have not turned a strategic lens on optimizing the return from their visual media content investments. While 65 percent of senior marketing executives believe visual assets are core to how their brand story is communicated, a scant 27 percent have the ability to aggregate, organize and manage these assets across marketing and non-marketing tea...
The Path Forward
Marketing’s Outlook Into The Digital Future
This strategic report from the CMO Council and Ebiquity suggests that as budgets increase to fund digital marketing campaigns and more personalized customer engagement, marketers now need additional expertise in data analytics, content creation and channel proliferation to improve ROI. Based on data from a survey of 276 marketers in the first half of the year, this paper outlines how digital mark...
APAC Digital Directions
Strategies, Mandates and Challenges
Conducted in partnership with Adobe, this report highlights that while improvements are clearly being made when it comes to digital, APAC marketers are still largely focused on single-vector metrics that measure past success or single points of campaign performance, and they are typically not measuring impact on harder business metrics, such as sales pipeline measurement or customer lifetime value...
The State of Digital Brand Advertising
2014 Industry Benchmarks Report
For three years, the CMO Council partnered with Nielsen to survey brands, agencies and media publishers to learn more about how—and where—they’re spending advertising dollars. The latest resulting white paper—titled “The State of Digital Brand Advertising”—takes a detailed look at the steps marketers are taking as they strive to maximize the impact of thei...
Best Practices in Engaging Mobile Customers
As part of a recent study by the Chief Marketing Officer (CMO) Council and SAS—titled “Getting in Sync With Mobile Customers”—leading marketers shared their insights around mobile as a critical component within the marketing toolkit through a quantitative survey. This research found that mobile can be a real game-changer for marketers who create a full strategy around it ra...
Getting in Sync With Mobile Customers
Capitalizing on Marketing's Big Mobile Opportunity
With mobile device dependency central to today’s digital lifestyles, enlightened brands are creating new mobile relationship marketing strategies that go well beyond simple app and mobile advertising delivery. In this study from the Chief Marketing Officer (CMO) Council, conducted in partnership with SAS, we found that 61 percent of marketers surveyed reveal they have deployed some form of m...
APAC Digital Marketing Performance Dashboard 2014
The 2014 digital dashboard has found that countries such as Australia, India and Singapore are pulling away with strong executive support and digital champions while South Korea, China and Hong Kong struggle with executive support and skill shortages. It also found that marketers are not moving beyond more basic measurements. Asked whether they are measuring throughout the life of campaigns, only ...
Localize to Globalize
Unifying Messages, Experiences and Engagements Across Global Campaigns
In this age of the customer-defined experience, language and how we present content to our customers can mean the difference between rejection and transaction. While much focus has been placed on the channels through which content can be delivered, less attention has been paid to the complex challenges associated with adapting, packaging and translating content for different audiences, cultures an...
Real Insight: Real Time
Marketing's Social Evolution
Two CMO Council Dinner Dialogue events were held in early 2014 in New York and Los Angeles to discuss the intersection of social, content and business performance. With marketers from brands like Sirius XM, Harper Collins, Johnson & Johnson, Macy’s, NBA, Live Nation, Paramount, Honda and many more in attendance, it was clear that the organizations were all at different stages in their so...
Best Practices in Mobile Relationship Marketing and Engagement: Capitalizing on Mobile Relationship Opportunities
While global consumers have been quick to adopt an immersive mobile lifestyle, marketers have been a bit more cautious about fully committing to mobile relationship marketing (MRM). More brands are launching apps or are establishing mobile-enabled content, but few are looking at the totality of the mobile relationship and fully integrating it into the overarching marketing strategy. In the CMO Co...
The Content Connection to Vendor Selection
How Online Information Sourcing Influences the Pre-Sales Buying Process
This strategic brief includes findings from a survey of 352 senior-level B2B buyers, influencers and decision makers and features insights into the effectiveness of marketing content in generating value for customers. It also includes qualitative findings of interviews conducted with marketing executives at IBM, Allegro Development, AppNexus, CA Technologies and more. It provides an in-depth, well...
Turning Social Feeds Into Business Leads
“Turning Social Feeds Into Business Leads,” developed in partnership with hoojook, Inc., argues that the auto industry ecosystem should do more to leverage social media as a platform for driving business leads into sales pipelines. Based on interviews with senior marketers and executives from auto manufacturers, dealer networks, aftermarket service providers and B2B automotive solution...
Best Practices in Big Data and Engagement
Capitalizing on Big Data Opportunities
This white paper is the first in a four-part series, which looks at how leading brands are turning big data into actionable customer insights and engagements. Featured are two best-practice studies in which both brands are truly innovating and activating big data analytics to create some of the most relevant and profitable experiences with their customers....
Destination 2017
Preparing to Meet Tomorrow's Customer Experience Expectations
Building a fully connected customer experience requires marketers to have a complete, 360-degree view of the customer. In addition, customers expect transparency and value from the brands with whom they choose to do business, and this requires marketers to have customer intelligence and data that enable them to meet customers' expectations of seamless and highly personalized engagements. And as cu...
Advancing Analytics
How Insight Fuels the Marketing Engine
The demand for a marketing intelligence engine that can aggregate data and deliver the facts marketers need to create more engaging customer experiences has never been greater. Marketers must reach their customers with real-time, relevant messages through the customers’ preferred channels to meet their ever-evolving needs and be able to sort through the wealth of data without having it decod...
Better Lead Yield in the Content Marketing Field
How to Select, Connect and Convert Business Buyers Through Engaging Content and Smarter Multi-Channel Delivery
Vendor content frequently lacks value and trustworthiness in the eyes of BtoB buyers, who are increasingly turning to more trusted, peer-driven sources of content along their path to purchase, according to the CMO Council's Content ROI Center. This white paper includes the results of a survey of more than 400 BtoB buyers and content seekers around the world who were reached through NetLine C...
2013 Online Advertising Performance Outlook
Reaping the Full Benefits of Online Advertising Efforts
According to the McKinsey Quarterly, “the rapid growth of online advertising hides a serious challenge: the digital world has developed faster than the tools needed to measure it. This problem has made it difficult for marketers to fully exploit the web’s promise as the most targeted and measurable medium in the history of marketing…Hobbled by nascent technol...
Big Data's Biggest Role: Aligning the CMO & CIO
Greater Partnership Drives Enterprise-Wide Customer Centricity
The CMO Council, along with partner SAS, set out to better understand the key challenges, opportunities and requirements that both CMOs and CIOs were facing in their journey to develop a more customer-centric enterprise. Through the research, what has emerged is a picture of alignment around platform and technology, as well as the opportunity for even deeper connections around data and custom...
MRM Year In Review
Mobile Advertising Bright Spots in 2012
As marketers look to understand, test, leverage, exploit and measure mobile advertising, there is also a call for best practices in how this integrates with both online and offline customer acquisition and relationship-building initiatives. To answer this call, the CMO Council identified a collection of brand leaders for this whitepaper, which also includes media consumption insights gathered by I...
Advancing Customer Intelligence in APAC
A Study in the CMO Council's Improve Every Marketing Move Initiative
This report explores how companies, specifically those with a presence in Asia-Pacific, can engage with customers in a more valuable way by being more adept at big data analytics. Not surprisingly, marketers report being overwhelmed by growing volumes of customer data and are still playing catch-up in the social media-driven, mobile device-dependent Asia- Pacific market. Download the full report t...
Promotion Commotion
A View Into the Needs and Setbacks of the Front Line
The CMO Council interviewed 113 front-line managers, sales executives, and field marketing managers to assess their perspective of marketing materials. While almost everyone agreed that point-of-purchase materials and marketing consumables are persuasive at the point of sale, the management of these tools, from creation to distribution and implementation, is too often overlooked. Download the Mark...
The 2011 State of Marketing
Outlook, Intentions & Investments
Say goodbye to “Random Acts of Marketing” as integration, alignment, visibility and return on investment (ROI) all top the list of requirements for marketing performance improvement through 2011. Among the priorities, marketers intend to add a one-two-punch of marketing analytics talent coupled with strategic planning and business development experience to better target, segment and th...
Making Sense of Subscriber Complexity
The Need to Get a Handle on Choice and Change in Global Communications Markets
Managing the challenge of subscriber complexity and choice in communications and media markets now represents one of the most critical business imperatives facing service providers worldwide. Subscriber expectations are exploding around value, features, services, pricing, quality, convenience, user control, and personalization – with more opportunities than ever to switch allegiances to both...
A Straight Line To The Front Line
Unraveling and Understanding the Conflicts Between Sales and the Marketing Supply Chain
Growth and recovery are at the top of every executive’s to-do list as we head into a postrecessionary economy. This mandate has placed increasing pressure on Sales to close business and on Marketing to fill the pipeline with quality leads. And while the riff between Marketing and Sales is certainly nothing new, it has taken on a new direction that has a direct and immediate impact on the bot...
Competitive Gain In The Demand Chain
Go-to-market is a business critical, highly complex, and carefully sequenced process today. However, there can be multiple points of disruption, distress and deficiency in this ecosystem, which is essential to value creation and competitive advantage for any consumer or business marketer. But, this study finds that far too many marketing executives have never assessed demand chain performance, nor...
Understanding the Critical Factors to Achieving Marketing Supply Chain Operational Effectiveness and Optimization
A Mapping + Tracking The Optimized Marketing Supply Chain Initiative
There is an epidemic that threatens the optimized Marketing Supply Chain. As Marketers seek to provide the most timely, fresh and of-the-moment content to customers and channel alike, old, over-ordered or un-utilized materials tend to be stored, destroyed or ignored, left to sit an occupy costly space in offices to warehouses. High levels of waste can generally be attributed to limited access to m...
Mobile Relationship Marketing
Opportunity to Put Interaction in the Hands of 5 Billion Global Mobile Consumers
As the most pervasive channel of communications and targeted engagement on the planet, the mobile phone reaches more than 5 billion users globally. The mobile channel is an unprecedented opportunity to reach both developed consumer markets in new an intrusive way, and developing regions that cater to a previously untapped, unreachable, and unbanked mass of humanity. The Big Brands Embrace the Move...
Variance in The Tech Experience
Combatting Computer Stress Syndrome
The digitally dependent consumer is increasingly overwhelmed and upset with technical glitches and problems in their daily lives. While the threats and complications with computers are on the rise, customer technical support has not kept pace to address the needs of a growing population of computer users that are highly dependent upon their device as part of their daily lives....
State of Marketing 2010
Outlook, Intentions and Investments for 2010
The CMO Council State of Marketing Report, featuring the 2010 Marketing Outlook Audit, is the largest annual independent assessment of senior marketing executives today. This annual global benchmarking initiative undertaken by the Chief Marketing Officer (CMO) Council, gains insights into how senior marketing decision makers are managing marketing mix modeling, budget allocations and media mix spe...
Bringing Social Security to the Online Community
A Presentation by Donovan Neale-May
A crucial concern for many users is security, a CMO Council survey (in process) of online social network users and trusted business group participants, shows that social networks worry about their personal data being stolen, spam, phishing, accepting third-party application invites, etc. Protecting personal, professional, and corporate reputations is a growing concern as well as the attraction to ...
Marketing Outlook 2009
Senior Executive Course for Strategy and Spend
Customer anxiety and cutbacks are the biggest factors influencing marketing budget allocation in 2009, reports the Chief Marketing Officer (CMO) Council in its annual Marketing Outlook study. Despite a restrained economy, however, marketers see budgets holding up fairly well with dollars being stringently controlled and directed against growing and retaining market share. The CMO Council audit of...
Mastering the CLOSE: New York
Event Wrap Up and Summary
On January 22, 2008, 30 sales and marketing executives gathered at Columbia University to convene the first in a series of six global workshops focused on the alignment of sales and marketing as a vehicle to optimize sales effectiveness and, ultimately, drive business growth. Attendees spanned industries as diverse as financial services (represented by American Express and HSBC) to high tech (repr...
Mastering the CLOSE: Paris
Event Wrap Up and Summary
Paris in the springtime. Picturesque. Romantic. Collaborative? CLOSE selected Paris as the sixth and final venue of its six-month global think tank junket. Over the course of six months, the CLOSE workshops gathered some of the most open, honest, eager and seasoned sales and marketing executives the world has to offer. The Paris contingent proved yet again that while the divide between sales and m...
Mastering The CLOSE: Palo Alto
Event Wrap Up and Summary
The needs, challenges and expectations of America’s high tech companies is not brought into clearer (and harsher) focus than in the Silicon Valley. Through its history of bubbles that burst and companies whose future hinged on sales in an era of giant marketing and media spend simply can not be hidden. And through it all, the region continued to remain relatively small and insulated. Sales a...
Mastering the CLOSE: Brazil
Event Wrap Up and Summary
In late 2007, the CMO Council set up a membership organization, CLOSE: The Coalition to Leverage and Optimize Sales Effectiveness, to convene sales and marketing to discuss the importance and best practices of aligning the two functions. A major part of the effort is a dedicated website – closebiz.org – that features the latest academic and field research, real-time news and informatio...
Mastering the CLOSE: Sydney
Event Wrap Up and Summary
The CLOSE workshop world tour found it’s way to Sydney, Australia to learn about the challenges, successes and aspirations of sales and marketing executives. This stop of the global tour was intended to tap into the insights of the Asia Pacific. However, it is important to note that Australia is essentially a market in and of itself. It is a mature market, with distinct needs and requirement...
Marketing Outlook 2008
The CMO Council released the findings of its annual Marketing Outlook survey with an upbeat report on spend levels mostly holding steady or trending upward in 2008. Many marketers say they are frustrated and stymied by organization cultures, senior management mindset, and insufficient budgets. More than 800 senior marketers across all global regions responded to the CMO Council audit, which looked...
Mastering the CLOSE: London
Event Wrap Up and Summary
In late 2007 the CMO Council set up a membership organization, CLOSE: The Coalition to Leverage and Optimize Sales Effectiveness, to bring both sales and marketing to the table to discuss the importance and best practices of aligning sales and marketing efforts. A major part of the effort is a dedicated website – closebiz.org – that features the latest academic and field research in th...
Competition at the Crossroads: Strategic Planning and Action in Disruptive Markets
The new study by Deloitte and BPM Forum finds that companies are having difficulty anticipating market change and are limited in their capacity to make effective course-correcting action, in large part due to insufficient investment in strategic planning, getting the right information and having the required talent that can look beyond today's sales, profitability, current products, customers and ...