CMOs struggle with experience management, survey finds

06/20/2013 | MediaPost Communications

Chief marketing offices say measuring consumer experience satisfaction remains a weakness, according to a Neolane poll of members of The CMO Club. This is due, in part, to marketing departments taking over customer management without the proper tools, said Pete Krainik, founder and CEO of The CMO Club. "If you're responsible for improving response times but there's no process in place to measure the impact, the CMO can't accomplish the task," Krainik said.

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