Customer relationship marketing (CRM) has experienced vast change over the years. Today, brands are grappling to harness customer data at the enterprise level and leverage it to personalize the experience across channels. They are constantly seeking to deepen the relationship by engaging with customers where they are through people-based marketing strategies. There’s no pretending that customer engagement is easy. It requires the orchestration of strategy, data, advanced analytics, technology, campaign execution, and performance measurement.
Highly engaged customers tend to spend more on each purchase and make purchases more frequently, which in turn increases customer lifetime values and decreases customer acquisition costs.
Methodology:
The insights within this report were derived from a survey conducted by Merkle in June 2019 of more than 200 marketers at major North American brands spanning across industries including retail, travel, financial services, insurance, entertainment, automotive, pharma, and B-to-B.
COPYRIGHTS DIGITAL MARKETING COMMUNITY 2019