Gartner Blog Network

Tag: 'customer-journey' Blog Posts

from the Gartner Blog Network

Delivering Customer Experience Success with External and Internal Journeys

by Noah Elkin  |  April 13, 2017

Successful customer experience often comes down to a question of empowerment. Amid the uproar about the United Airlines passenger being forcibly removed from his overbooked flight (the customer experience implications...

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On Loyalty Management: Who Is Loyal To Whom?

by Adam Sarner  |  October 13, 2016

I got a letter from my auto insurance company the other day. I opened and read it. It said: "Thank you for being a loyal customer"!  It was a nice...

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High-Tech Marketers Face High-Fidelity Challenges

by Noah Elkin  |  June 27, 2016

Rising expectations from the C-suite, ongoing concerns about delivering relevant marketing conversations using the right channel mix, emerging priorities around digital commerce, increased pressure to demonstrate ROI from marketing technology investments....

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Comments: 4

5 Not-So-Easy Pieces: Who Owns Multichannel Marketing?

by Noah Elkin  |  April 27, 2016

When analysts get to talking, the conversation sometimes takes a reflective turn. One recent exchange raised the question whether all marketing today is (or should be) multichannel. The answer is less obvious than...

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Situational Awareness is Key to Tech Sales Success

by Hank Barnes  |  October 27, 2015

As Gartner continues to explore The Future of IT Sales, one thing became has become increasingly clear.   Continued focus on methodology du jours (Challenger Selling, Social Selling, Value Selling,...

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Comments: 5

Getting Lost on the Customer Journey

by Hank Barnes  |  August 11, 2015

I'm a big believer, as most of you know, in Customer Experience.  But I have to admit that I struggle to fully understand Customer Journey Mapping.  This jumped to the front...

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Comments: 3