Does technology breed tension? The requirements of digital-age marketing would seem to indicate so, according to a new study. Marketing departments are pushing for ever-faster turnaround times from information technology departments, while the IT service providers are not necessarily receiving clear guidance as to how high a priority each request represents. "The issue of broader-scale digital initiatives has not been done at the CEO or board level," says Brian Whipple, managing director at Accenture Interactive. "[They] need to be owned at the boardroom level. The idea of CMO versus CIO [chief intelligence officer], and each feeling that the other has dropped the ball, is going to change during the next 10 years."

Advertising professionals feel they are being held back by their organisations' reluctance to invest in digital marketing technologies, a new study has suggested.Research conducted by the Chief Marketing Officer (CMO) Council and Accenture indicates that while marketers are attempting to "lead" rather than "lag" on such technology use, budget constraints are putting budgetary obstacles in their way.

The good news: Nearly 80 percent of marketing executives and 68 percent of IT executives said that digital marketing is important to their organizations. The bad news: The disconnect is worse than ever

A new report from the CMO Council and Accenture on the strategic relations between CIOs and CMOs  offers a grim outlook: "Marketing and IT executives do not believe they are highly effective partners, as they struggle to achieve common goals in the race to adopt and keep pace with rapidly evolving digital marketing capabilities," notes the report. The study, "The CMO-CIO Alignment Imperative: Driving Revenue through Customer Relevance," is based on a survey of more than 320 global marketing executives and 300 global IT executives conducted during June through September 2010.

Palo Alto, Calif.—The Chief Marketing Officer Council and the Mobile Marketing Association announced a new thought leadership campaign around mobile marketing. The program, called "Engage at Every Stage: Using MRM to Put More Interaction in the Hands of the Customer," will explore how marketers can leverage mobile relationship marketing to connect with customers. The program will include benchmarks for mobile marketing, best practices and a white paper. More information is available at www.cmocouncil.org.

In talking with industry analysts and CIOs, it seems as if the rest of the business often thinks IT simply has not proven its ability to be responsive enough to business needs. For instance, last summer I wrote about a survey of marketers at telecommunication companies in which the marketing executives blamed IT for their low customer-satisfaction ratings, saying that shortcomings in IT systems prevented them from delivering the capabilities they promised in their marketing campaigns.

The CMO Council's Customer Experience Board, in partnership with iYogi recently released a set of findings that show the disconnect between consumer's perceptions of their ability to fix computer problems and the realities of unresolved issues.

This posting summarizes a new study released by the CMO Council's Customer Experience Board focusing on Computer Stress Syndrome. 

This article is about a recent report released by the CMO Council’s Customer Experience Board in collaboration with iYogi focusing on Combating Computer Stress Syndrome.

This article is about a recent report released by the CMO Council’s Customer Experience Board in collaboration with iYogi focusing on Combating Computer Stress Syndrome.

This article is about a recent report released by the CMO Council’s Customer Experience Board in collaboration with iYogi focusing on Combating Computer Stress Syndrome.

The new global study by the Customer Experience Board of the Chief Marketing Officer Council also shows that price competition, for example, now is a chief issue. According to 55 percent of respondents, emerging competitors and market disrupters are undercutting or discounting prices, with an additional 37 percent indicating these contenders often target the most lucrative customers.

The new global study by the Customer Experience Board of the Chief Marketing Officer Council also shows that price competition, for example, now is a chief issue.

I was browsing through and came across a website called "Customer experience board". There was a report from them with title "Service Invention to increase retention". The executive summary of the report actually made think in this direction. I recommend you to go ahead and download it. Read it, there might be something in for you to. If you are service provider then it is a must read. Take a look at the numbers.

More than 84 percent of respondents to a survey conducted by the CMO Council report increases in the cost of acquiring and sustaining customer relationships and, not surprisingly, 63 percent are seeing higher rates of customer churn and attrition.

Telecommuications providers like Verizon, Sprint Nextel and AT&T Wireless are mired near the bottom of a vendor satisfaction survey by market research company VendorRate. According to VendorRate's CEO, telecom vendors "either don't get it or they don't seem to care."

Chief marketing officers at telecom service providers are raising some red flags where their customer retention efforts are concerned. In a survey of telco, cable, wireless and broadband marketing officers by the CMO Council and the Customer Experience Board, the CMOs admitted their companies are struggling to improve customer retention processes and systems even as they face unprecedented competition and new challenges for customer loyalty from social networks.

Meeting radically changing customer expectations is a massive and snowballing challenge for established players in the global communications industry, confirms a new study from the CMO Council and its Customer Experience Board.

Chief marketing officers at telecom service providers are raising some red flags where their customer retention efforts are concerned. In a survey of telco, cable, wireless and broadband marketing officers by the CMO Council and the Customer Experience Board, the CMOs admitted their companies are struggling to improve customer retention processes and systems even as they face unprecedented competition and new challenges for customer loyalty from social networks.

The telcos aren’t doing very well at fending off defection, according to a new study from the CMO Council’s Customer Experience Board. Only 40% list increases in churn and attrition rates as a “biggest challenge”, according to the Board’s survey of communications firm marketing executives.