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CMO

What does your customer journey map do for you?

June 24, 2021 by Lori O'Grady Filed Under: The Customer is Everything

customer journey mapping

A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.

Tagged With: CMO, Customer Experience, Customer Journey, Customer Satisfaction

Customer Satisfaction is complex

March 23, 2021 by Lori O'Grady Filed Under: Also Published On..., The Customer is Everything

customer satisfaction

As we all saw this past year, things can change and change quickly. Customer Satisfaction metrics can be an early warning system of the health of our business. Before you see it in the other metrics like churn, retention, customer lifetime value.

Tagged With: CMO, Customer Experience, Customer Satisfaction, Marketing Strategies, On Medium, Retention

Holding the short and the long view

January 6, 2021 by Lori O'Grady Filed Under: Business Alignment

year in review

A year in review exercise can help align our short term objectives with our long term vision. A worthy goal for business leaders.

Tagged With: CMO, OKR, Strategy, Vision

Marketing shouldn’t completely delegate digital transformation to IT

October 16, 2020 by Lori O'Grady Filed Under: Technology Stack

marketing digital transformation

A company’s marketing digital transformation project benefits when Marketing is the internal client. As the voice of the customer, Marketers understand why we want to transform what we do and can make sure it is realized.

Tagged With: Business Insights, CMO, Customer Experience, Digital Transformation, Operations

Why is setting OKRs so hard for marketers?

September 24, 2020 by Lori O'Grady Filed Under: Also Published On..., Business Alignment

setting OKRs

Setting OKRs is challenging for marketers because our goals often rely on outcomes outside of marketing. We need to collaborate with other teams to create objectives. And isolate marketing attribution in creating our key results.

Tagged With: Business Insights, CMO, Marketing Strategies, Metrics, OKR, On LinkedIn

Marketing portfolio growth sometimes means saying no

September 11, 2020 by Lori O'Grady Filed Under: Business Alignment

marketing portfolio

For our marketing portfolio, stepping back to grow, is about taking a periodic look at our business with a critical eye to make tough decisions. Growth isn’t only about what you decide to do. It can be about what you decide to let go of or step away from.

Tagged With: Business Growth, CMO, Innovation, Marketing Investment, Marketing Strategies

Why one dashboard tool to rule them all fails

August 28, 2020 by Lori O'Grady Filed Under: Dashboards and Reports

dashboard tool

The minute we pick one dashboard tool to rule them all, a new need for data would arise. Our data management is something that needs to evolve as our business evolves. Rather than look to one tool to rule them all, we need to look at consolidating rules to govern our data use.

Tagged With: Business Insights, CMO, Marketing Strategies, Metrics, Technology

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