Effective Marketing in the Customer Experience Economy

Marketing often plays a highly circumscribed role of marketing communications in companies. Few marketing organizations are meaningfully involved in formulating corporate strategy, designing offerings and managing partnerships.
Read Michael Leander Nielsen's article at Return on Behavior Magazine: http://www.returnonbehaviormagazine.com/articles-of-inter...

In the ideal world, Customer Experience Management should be an integral part of CRM as a business strategy, but that's rarely the case.
Customer Experience Management helps the enterprise see the customer with the "right brain"-concerned with perceptions, feelings and interactions that are harder to quantify but valuable, nonetheless.
Read Michael Leander Nielsen's article at Return on Behavior Magazine: http://www.returnonbehaviormagazine.com/articles-of-inter...