Customer journey management is not just a new buzzword for CRM but instead creates processes that are customer-centric. How does it work, what do you need and what can your company gain?
PS: For a better reading experience, I will generalize all results. For example, I will write „10% of all experts like latte macchiato“ when relating to 10% of the experts that took part in the particular study.
Most companies (28%) consider a personal and relevant customer experience more important than speed and efficiency of services (23%). Consistency and/or social engagement rank third and fourth (17% each) and entertainment is only most important for 12% of all companies. (Kitewheel, The State of the Customer Journey, 2016, PDF)
90% of all companies consider a deep understanding of their target audience necessary to create content that interests and converts potential customers. (akoonu, 2015)
The efficiency of a content marketing strategy relates to the experience (64%), a documented strategy (48%), a documented goal (49%), the skill to analyze and measure success (55%) and regular meetings for everyone involved in the content marketing strategy (41%). (Content Marketing Institute, B2B Content Marketing, 2016, PDF)
Compared to 2014, email communication is nearly thrice as relevant (270%) in 2015 for interacting with customers. However, only 28% of all interactions are via email. 48% of all interactions are made via social media. (Kitewheel, The State of the Customer Journey, 2016, PDF)
Touchpoints & Moments that Matter
In the Asian-pacific market, 22% of all marketing experts divide their budget equally between existing touchpoints. 41% concentrate on known touchpoints and only 37% additionally experiment with new touchpoints. (TNS via campaignasia.com)
Companies that concentrate more on the customer experience are generally 16% more successful when it comes to revenue, retention and recommendation by customers. (Temkin Group via customerthink.com, 2017)
By approaching customers that use search engines (via Inbound Marketing) and social media on these channels, companies can raise these customer’s revenue up to 50%. (Forrester und Catalyst, 2016)
Companies with successful customer experiences are able to surpass their customer’s expectations 91% of the time. They can distinguish themselves from the competition, are more recognizable as a brand and have better customer loyalty, more revenue and lesser expenses. (Forrester, Expectation vs. Experience, 2016, PDF)
Want to join in the customer journey management magic? Download our free guide and learn what you need, how to gain a customer-centric view and why the time of „siloed“ workflows, teams and databases is over.