Omnichannel marketing strategies are now top priority for both online and offline marketing and require both marketing automation and customer relationship management technologies as a must!!
Marketing now needs real-time personalized content available across all channels when and where consumers want it. A company’s website is central to all marketing activities but there are other tools just as important. Customers expect to be able to do anything they can do on a website but today the mobile device and Smartphone is just as important.
Today consumers want…
- Companies to listen and respond via social media.
- Companies customer service departments to pick up on past communications with customer.
- For Businesses to pick up seamlessly from where a previous conversation (on Twitter, Facebook email, or phone) left off.
- They expect to have easy returns processes to items purchased . Be it online or offline.
- Technical help from a knowledable and skilled customer service person. Not a telesales rep!
CRM and marketing automation technologies are now critical to marketing operations and the demands to deliver a seamless customer experience across omnichannels.
Are Marketing Directors and Marketing Officers up to the task? They need to be to be able to take full ownership of the customer experience.
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