The Customer Life Cycle Experience belongs to everyone and no one. Every person within an organization who comes in contact with a customer is responsible for carrying the torch of customer service. And if you listen real close, your analytics can tell you what the customer wants. These and other insights were among those shared with us during this month's Tweet Jam.

5 Years Later

Where were you in 2008? Social media was in its infancy. Most companies wanted nothing to do with social, despite its growing popularity among consumers. The idea of engaging with a brand on Twitter or Facebook sent shivers down the spine of every CEO. The Chief Marketing Officer held little, if any, clout in the boardroom.

Five years later, the customer has driven companies to become more socially engaged. Customer expectations have shifted the way companies operate and have challenged them to build loyalty. The stakes are high, but the rewards are worth it.

[View the story "Q1. What's different about the customer life cycle today vs. 5 years ago?" on Storify]

Q1. What's different about the customer life cycle today vs. 5 years ago?

Storified by CMSWire.com· Wed, Jan 23 2013 14:25:35

Q1 Customers’ expectations have increased – brands must be more responsiveness and be able to react “in-the-moment”. #cxmchat #cxmchatSteve Earl

Q1 Everything. Social has shifted the power from seller to buyer #cxmchatRob Howard

Q1 - more orgs have come back to remembering the Customer really matters - customer can & will walk away from bad #CXP's #cxmchatJulie Hunt

Q1 ...and people expect to use social as the buying tool vs. biz educating #cxmchatRob Howard

Q1 - orgs are finally acknowledging that the customer is king, not the product they are selling #cxmchatBarb Mosher Zinck

Q1 #cxmchat - Speed - pace is driven by the need to support digital and social outletsNorth Plains

Q1 What hasn't changed? Customers are interacting w/ brands across all channels. #cxmchatKaren DiClemente

@kndiclemente agreed - and there are so many more channels now too #cxmchatRob Howard

Q1: 2008 a lot of folks talked about UGC. 2012 I think most of it is in social networks, vs. 'on the site' like FB, Pinterest #CXMChatNate Barad

Q1 Orgs also understanding importance of #CustServ as key #Customer interaction channel - excellent #CXP essential here #cxmchatJulie Hunt

Q1: What's different - well... everything! The power of choice across so many channels #cxmchat #cxmchattrobbins

Q1 with all that's changed, orgs must have a difficult time keeping up. #cxmchatBarb Mosher Zinck

Q1 #cxmchat - We still need to move quicker – enterprise software will elude the "frictionless model", but needs to move fasterNorth Plains

Q1: Customers are more fickle than ever--and they are everywhere, every channel. And expect that brand to be seamless and RELEVANT! #cxmchatAshley Eckel

Q1 Moving closer towards perfect capitalism - differentiation shifts to customer service #cxmchatRob Howard

@robhoward I think customer service can introduce a new biz. Existing biz customer service has gotten worse. Airlines for example #CXMChatNate Barad

@natebarad completely agree customer service is the key and becoming a more important differentiator #cxmchatRob Howard

Q1: Channels means hard choices ... budgets aren't unlimited #cxmchat #cxmchattrobbins

Q1 Customer lifecycle, interactions have become more complex - need better orchestration for one experience for all interactions #cxmchatJulie Hunt

Q1 @Forrester had good piece on this: Bye, Bye Marketing Funnel #cxmchat http://ow.ly/h4ccYRob Howard

Q1 #cxmchat - The need to support social interaction in a transparent fashion while managing your brandNorth Plains

Q1 I think it's also much much harder to truly win the hart of a customer and build a lasting relationship #cxmchatRuud Verstraeten

@ruudverstraeten true, but it's also no longer linear. cust retention becoming paramount in biz. Continuous selling/service #cxmchatRob Howard

Q1 customers are more proactive and vocal thru social, so you must respond quickly, efficiently, and correctly #cxmchatChristian Buckley

Q1. The customer lifecycle is more fragmented now. More sources of info for customers, and available in their pockets or purses. #cxmchatTony White

Q1- curious, know we must focus on the online channels, but do we know %s of people still not going there? #cxmchatBarb Mosher Zinck

@cmswire A1. Social has made a huge influence in the fact that it is easier to connect with individual customers. #cxmchatSherrie Rohde

Q1: We must put customers at the heart of our marketing decisions, for every channel. No more subjectivity and guessing games. #CXMChatAshley Eckel

Q1 - is the marketing funnel dead? or just changed... #cxmchatBarb Mosher Zinck

@bmosherzinck Q1 - funnel is different. Funnel is 'wider' in the middle. Retention and Referral are closer to revenue #CXMChat #CXMChatNate Barad

Q1 I don't think the funnel really changed much, it's complexity just got more accessible and visible to us #cxmchatRuud Verstraeten

@bmosherzinck Analytics IS the marketing funnel now. It unifies data into a perceptible customer journey. #cxmchatTony White

@arslogica @bmosherzinck Disagree. Analytics only tells you what is happening. Not WHY. #cxmchatAshley Eckel

@ashes54 @arslogica - this topic has the makings of a great article #cxmchatBarb Mosher Zinck

Q1 The customer journey is much more difficult to follow. A unified picture of your customer is even more important today. #cxmchat #cxmchatSteve Earl

@jwillie but as a brand, you have much less influence than you did 5 years ago because of social #cxmchatRob Howard

@robhoward @jwillie Agree - no longer 'command & control" - changing to listen and respond to Customer #cxmchatJulie Hunt

@juliebhunt @robhoward @jwillie Yes, love this distinction! #cxmchatSherrie Rohde

Q1 #cxmchat - managing customer expectations for immediacyNorth Plains

Q1 Apple has no twitter presence and most loyal customers. So is "social" really that big an influence? #cxmchatapoorv durga

Q1. It’s now more difficult/complex to establish loyalty among new customers. Enter Analytics. #cxmchatTony White

@arslogica Q1-True enough, but cust. loyalty is a factor of follow-up by company. Love the customer and they may love you back. #cxmchatJeff Hora

Q1 - The CLC today is defined by customer journey mapping from first contact, adoption, and beyond. No longer just the sale. #cxmchatEllis Luk

Q1 social CRM is a strategy, not a set of tools you deploy. If your team has not bought in, the technology is irrelevant #cxmchatChristian Buckley

Q1- we talk customer service - but does it mean different things today than it did before? feels like it encompasses much more #cxmchatBarb Mosher Zinck

.@bmosherzinck #CustServ can encompass more, but takes sophisticated biz processes, analytics + strategic commitment from C-level #cxmchatJulie Hunt

It Takes a Village

This is where it gets tricky. It isn't that we don't want the customers to own the consumer life cycle, it's just that there are so many hands on deck it can get hard to really know for sure. It also depends on how proactive or reactive companies are about the customer experience. What can be agreed upon is that unless everyone is in it to win it, your customer experience strategy will fail.

[View the story "Q2. Who owns the customer life cycle and how is this changing organizational structures today?" on Storify]

Q2. Who owns the customer life cycle and how is this changing organizational structures today?

Storified by CMSWire.com· Wed, Jan 23 2013 14:25:13

Q2-Good question. Many orgs have a chasm between marketing/sales & svc./support and then back again. Clear view/owner is lumpy. #cxmchatJeff Hora

Q2: The customer owns their own journey. We find intersection points that work for everyone. #cxmchattrobbins

@trobbins I love this! Each customer has individual needs with different pit stops and checkpoints along the way. #cxmchatSherrie Rohde

Q2 Today marketing is taking a greater role in the customer life cycle as it relates to customer retention and engagement #cxmchat #cxmchatSteve Earl

Q2. Anyone agree that no ONE owns the customer journey? #cxmchatTony White

“@arslogica: Q2. Anyone agree that no ONE owns the customer journey? #cxmchat”--I'm with you on this one!Ashley Eckel

@arslogica yes, I agree with that. It takes a village #cxmchatRob Howard

A unified journey is a nice to have, but we understand only fragments. The more we know, the less we know #cxmchatMitch Lieberman

Q2 I believe: customer service + marketing = maximum impact #cxmchatRob Howard

Q2 Cust owns lifecycle in some ways; orgs need integrated customer-focused teams to deliver #CXP excellence to maintain lifecycle #cxmchatJulie Hunt

Q2 #cxmchat - On the vendor side, the idea of Customer Success is gaining traction and true ownership of the customer lifecycleNorth Plains

I think EVERYONE owns it. Putting it in one department is the silo cliche. The whole org dedicates and differentiates on it #CXMChatNate Barad

Q2. Within an org, mktg is most responsible for the cust lifecycle. Extra-org, search engines and social media have a lot of pull. #cxmchatTony White

Q2 if the customer experience is a strategy, no single group owns it. Everyone plays a role #cxmchatChristian Buckley

Q2 - Everyone! Organizations are striving to be more customer centric & this means empowering each employee to delight the customer #cxmchatEllis Luk

Q2 drop the silos yes, but do you need a cross org team to make it really happen? Is that easy to do in larger orgs? #cxmchatBarb Mosher Zinck

@bmosherzinck which is why ownership of cxm is also spread across the org #cxmchatChristian Buckley

Q2 No one ownes it but the customer, but at brands, marketers should work to optimally support all individual journeys #CXMChatRuud Verstraeten

Q2 customer service is emerging as a front-line leader, very proactive vs reactive #cxmchatRob Howard

Q2 #cxmchat - On the customer side, it is a combination still with IT and business owners – requires engagementNorth Plains

Q2: It has be across all departments in an organization. The core values of the company have to align with customer centricity. #cxmchatAshley Eckel

Experience is the perception held by a person, similar to the journey, we can design and lead, but it is visceral, theirs, not ours #cxmchatMitch Lieberman

Q2 customer owns the journey, org is responsible for the life cycle? #cxmchatBarb Mosher Zinck

+1 Q2 customer owns the journey, org is responsible for the life cycle? #cxmchatChristian Buckley

Q2 Agree, the whole organization should work to support the customer journey on every touch point - cross business silos #CXMChatRuud Verstraeten

Q2 for S/W offerings >> mult journeys: buyer (w/ mult. roles & diff. journeys), end users (both for design phase & post-sale) #cxmchatJulie Hunt

@juliebhunt and they also need to understand their customers to build effective products! then go to market #CXMChatNate Barad

We must think of our target consumer and how to deliver a better experience. Here's a how-to: http://ow.ly/h4dGJ #cxmchatJulie Cottineau

Q2 But brands must understand their customer's lifecycle as it pertains to their products to do effective marketing. #cxmchat #cxmchatSteve Earl

Q2: Cust owns their own choices, but it is up to an organization to figure out what they need and work on providing it. #cxmchatApptentive

Q2 *everyone* who interacts w/ customer now touches customer life cycle. We see customers educating internally for this e.g. Dell #cxmchatRob Howard

Until metrics (like pay) are aligned across sales, marketing and service, we are going to have a problem #cxmchatMitch Lieberman

So everyone and no one owns the Customer Life cycle -- good arguments on all sides! #cxmchatCMSWire.com

@cmswire Hahaha, at least we know how to back up our points! :) #cxmchatSherrie Rohde

It's in the Way that You Use It

Analytics is just the first step. The challenge is knowing what to look and listen for. Your analytics is like an ancient cipher -- it holds all the answers, but only if you know how to unlock its secrets.

Yet, even if you are able to unlock it -- without knowing what do it with it you won't get very far. Having effective business processes set up so analytics can drive action is essential.

[View the story "Q3. What role does analytics play in the customer life cycle experience?" on Storify]

Q3. What role does analytics play in the customer life cycle experience?

Storified by CMSWire.com· Wed, Jan 23 2013 14:24:33

Q3 Analytics is listening, the first part of the conversation #CXMChatRuud Verstraeten

@cmswire @Ruudverstraeten Absolutely it's about listening! #cxmchatSherrie Rohde

Q3 Understanding customer behaviors, not just historically, but in-the-moment is key to optimizing the cust exp. #cxmchat #cxmchatSteve Earl

@cmswire A3. Analytics help give us an unbiased overview of what the customer needs. Eliminates a bit of the guess work. #cxmchatSherrie Rohde

@cmswire I think analytics are great, but consumer feedback is also key. Anyone have tips on how to measure that? #cxmchatJulie Cottineau

Q3 Takes more than 'analytics' - also BI + biz processes + people/teams/collab >> decisions, actions taken, then analysis again #cxmchatJulie Hunt

@juliebhunt - 1 way to start analytics is w/ ?s to be answered. - Absolutely! #cxmchattrobbins

@natebarad @juliebhunt That is a super important point Nate. It doesn't work to build first and then see if customers like it #cxmchatApptentive

@apptentive Exactly. So confounding that building a better product/service will succeed. #CXMChatNate Barad

Q3 imho the real question is - who owns the data you want to analyze? #cxmchatRob Howard

Q3 @robhoward very good question, and add permission of ownership to that #CXMChatRuud Verstraeten

@ruudverstraeten great point #cxmchatRob Howard

Q3 Analytics is #1 tech priority of CIOs http://ow.ly/h4eiU -- via @CMSWire <g> #cxmchatRob Howard

Q3 plays the obvious parts, the secret is insight, then when we can predict the needs, it will make a big difference #cxmchatMitch Lieberman

Q3: Analytics are the play by play of your visitors. Some are customers some not - figure out what matters is key #cxmchattrobbins

Q3 #cxmchat - In our market we deal with a relatively small number of clients vs. for instance a retailerNorth Plains

Q3 Analytics should be used as a tool to understand cust experience - should not replace good ole fashioned cust services #cxmchatKaren DiClemente

@kndiclemente Maybe true but easier said than done for big orgs with legacy systems and thousands of products and customers ... #cxmchatDavid Brakoniecki

@dajb2 agreed...it's not something that's easily done in large orgs. #cxmchatKaren DiClemente

@kndiclemente For large orgs there has to be a cust-centric culture created from the top down. Have every1 do custserv for a day #cxmchatApptentive

Q3 you cannot improve upon something if you cannot measure the change. Analytics are critical to improving the customer experience #cxmchatChristian Buckley

Q3 ...a trend for 2013 will be data ownership http://ow.ly/h4epW #cxmchatRob Howard

Q3: Agree, analytics is a starting point--it's simply information. It's how you take action on it that really matters. #cxmchatAshley Eckel

Q3 If you are not going to do anything about it, do bother to measure it #cxmchatMitch Lieberman

Analytics = the engine to create unique customer experience but requires mastery of customer data #cxmchatNigel Fenwick

Q3 analytics et al bring better #Customer intelligence to light >> better-fit products, timeliness, better support #cxmchatJulie Hunt

@cmswire analytics show behavior and usage - a lot of customers don't do what they say - but this is us listening to their action #cxmchatEllis Luk

Q3 Social + Content is the factory, data is the material, and analytics is the product #cxmchatRob Howard

Q3 Analytics determine what the customer sees, and they give marketing control over content, context, presentation, and timing. #cxmchatTony White

Q3 The challenge always seems to be knowing what to listen for. #cxmchatBarb Mosher Zinck

@bmosherzinck I think the challenge is providing a place where you can listen. #cxmchatApptentive

@bmosherzinck exactly #CXMChatNate Barad

@bmosherzinck Cookie cutters for data just won't do it. Segmentation & the ability to drill down into it to find patterns will! #cxmchatEllis Luk

Q3 Analytics provides the insight but MUST integrate with action systems in this new digital world. #cxmchatSteve Earl

Q3 #cxmchat - we manage a portfolio of customer success, we manage our resources and how we apply them – understanding the demand is keyNorth Plains

Q3 do analytics still matter to the customer journey if they're not real-time? #cxmchatRuud Verstraeten

@Ruudverstraeten yes, Analytics even when not real time can help shape future experience changes #cxmchatNigel Fenwick

@NigelFenwick True, but listening works best when you get to act upon it, engage in dialogue in that moment #cxmchatRuud Verstraeten

Q3 Analytics are useful if we are asking the right question. Deciding the right KPIs determines how effective analytics are. #CXMChatNate Barad

Q3: Customers want more relevant, personal experiences. There's a big opp to use data in a real way to provide this. #cxmchatAshley Eckel

@ashes54 Q3-Agreed. In the sea of data, figuring out what is driving real impact & formulate appropriate action(s) #cxmchatJeff Hora

Q3 Analytics can serve as the filter through which all content in the customer lifecycle must pass. #cxmchatTony White

Q3 - Analytics is evolving - Insight needs to be at the visitor level and in-the-moment, then fuel action systems directly. #cxmchatSteve Earl

Q3 - 1 way to start analytics is w/ ?s to be answered. Another direction for analytics is discover the previously 'undiscovered' #cxmchatJulie Hunt

Q3 knowing what to listen for or what to be discerning about? You can find any opinion you want online... #cxmchatRob Howard

Q3 Analytics is listening t the right things, the things that matter to your customer's journey #CXMChatRuud Verstraeten

Q3 #cxmchat - understanding the customer's goals and how to measure value guide our service offeringsNorth Plains

Q3 - who owns the analytics data/platform? Isn't this something traditionally owned by IT? #cxmchatBarb Mosher Zinck

@bmosherzinck I think it's shifting to Marketing. More automated,digital solutions aim to put CX solutions in marketers' hands. #cxmchatAshley Eckel

@ashes54 which is why we talk about the data driven marketer, the opportunities are gr8, but are marketers ready for the challenge? #cxmchatCMSWire.com

@cmswire They are willing, but maybe not "able". A lot of moving parts when it comes to centralizing and making data actionable. #cxmchatAshley Eckel

Q3 @cmswire marketing technologists fast becoming v. important to mktg initiatives #cxmchatJulie Hunt

@bmosherzinck Q3-Usually, for maintenance, etc. Digging into the data is becoming more of a biz analyst role #cxmchatJeff Hora

Q3 @bmosherzinck - requires Biz-IT partnership - plus data, analytics results must be shared across org for input from teams #cxmchatJulie Hunt

@Ruudverstraeten How do you know your customer's journey if you are measuring it? #cxmchatDavid Brakoniecki

@dajb2 excellent question! I think that's one of the challenges that tools should fix with advanced realtime analysis #CXMChatRuud Verstraeten

@dajb2 @arslogica Agreed, most mistakes/bugs/unintended experiences are not unique instances. #cxmchatSherrie Rohde

@Ruudverstraeten Not sure if immediate dialogue is good. If amazon did that, I would find it annoying. #cxmchatDavid Brakoniecki

@dajb2 agree, in a way this goes back to 'who owned the customer journey' #CXMChatRuud Verstraeten

It's now about using data to optimize the "current experience", not just the experience when the customer returns next. #cxmchatSteve Earl

Q3 Analytics requires a good understanding of what questions to ask, I think many miss this simple point #cxmchatMitch Lieberman

Q3 Predictive analytics & #bigdata mining / analytics >> new trends & markets, unknown sentiment, customer desires #cxmchatJulie Hunt

@juliebhunt agreed - definitely the future! #cxmchatRob Howard

Q3 The ratio of data to information to insight is huge and getting bigger, it is not about more data, but the right data #cxmchatMitch Lieberman

Who owns analytics - the marketer more and more.... #cxmchatSteve Earl

Q3 Analytics bring value when they can be used to inform future changes in the CX OR immediate changes in CX creating a dynamic CX #CXMChatNigel Fenwick

Large companies have a "Customer Intelligence" professionals who work closely with marketing. #cxmchatSteve Earl

Q3 #cxmchat - A large retailer might look at targeting customers with a loyalty program, but as a software company we are about long-termNorth Plains

Q3 #cxmchat - we manage customer interactions from the earliest using CRM and a defined process to ensure management throughout the cycleNorth Plains

Customer Success is All About Culture

We didn't get too specific about tools -- but we do know that all of them are helpful, especially Customer Relationship Management. Many panelists agreed that it's tools and data are worthless without action. The real challenge is finding the tools that align with your organizational culture. If people won't use it or if they don't know how, even the best tool won't help.

[View the story "Q4. What tools or processes aid in managing the customer life cycle?" on Storify]

Q4. What tools or processes aid in managing the customer life cycle?

Storified by CMSWire.com· Wed, Jan 23 2013 14:24:10

Q4 Need to move beyond trad. "CRM systems" and integrate cust. journey with all customer touchpoints (social/mobile/email/POS) #cxmchatKaren DiClemente

@cmswire A4. CRMs for sure. Also help desk software (we use @Zendesk) and social monitoring (we use @commun_it). #cxmchatSherrie Rohde

Q4 investing in people + process for great customer service has to be first #cxmchatRob Howard

@robhoward Q4 investing in people + process for great customer service has to be first - So True! #cxmchattrobbins

Q4 If the marketer needs to get data savvy, then there's a big training investment to made. #cxmchatBarb Mosher Zinck

Q4 and IT people who are tool smart, need to be given the opp to cross over to business initiatives #cxmchatBarb Mosher Zinck

Q4 Same as organizational, all of them, break down the silos between your customer communication tools! #CXMChatRuud Verstraeten

Q4 continuing convergence of WCM + Social Communities will help analytics get smarter (better data) #cxmchatRob Howard

Q4 reality of today is 70% (via @Forrester) of customers expect to get support and sales info online #cxmchatRob Howard

@aggieyvette @robhoward @Forrester In less than 5 years that expectation will move to mobile #cxmchatApptentive

@robhoward Do you have a link for this 70% number? #cxmchatDavid Brakoniecki

Q4 most companies fail at execution. They don't hire the right people, take the right steps, capture and measure the right data #cxmchatChristian Buckley

@buckleyplanet Absolutely. Tools and data are worthless without action. #cxmchatSherrie Rohde

@bmosherzinck @sherrierohde @buckleyplanet No, but you may be flying blind & most cannot afford that. #cxmchatJeff Hora

@jeffhora @bmosherzinck @buckleyplanet Eliminating some of the noise does help you listen better. :) #cxmchatSherrie Rohde

Q4 Orgs may need to 'reverse engineer' many biz processes to focus on #CXP & customer success, instead of on internal needs alone #cxmchatJulie Hunt

Q4 seems like there are any number of tools that can be used, is there 1 (or 2) that are critical? #cxmchatBarb Mosher Zinck

Q4: real-time CEM insights integrated w CRM that show health, $ value, interactions by user level = ultimate customer dashboard! #cxmchatEllis Luk

Q4 #cxmchat - a challenge is to make sure your internal teams are on the same page and USE the processes. Customer Success is cultureNorth Plains

Observation - So many smart people here (this chat) know what to do and why to do it - why is it so hard to get done? #cxmchatMitch Lieberman

@mjayliebs its happening, it just takes a long time to turn an aircraft carrier (traditional biz) #cxmchatRob Howard

@mjayliebs Organizational change is hard & requires much commitment/resource. Some prefer to not make the effort. #cxmchatJeff Hora

@mjayliebs agreed change is hard ... Impacting people's sense of worth and their fiefdoms will always be challenging. #cxmchatNigel Fenwick

@NigelFenwick - I dunno, with tools and tech I can fail much faster than I did before... #cxmchatMitch Lieberman

#cxmchat what @mjayliebs says :)Wim Rampen

I would agree with the aircraft carrier analogy, except new businesses and cloud businesses making same exact mistakes #cxmchatMitch Lieberman

@mjayliebs Surely, failing fast and learning is good. Failing fast and not learning is just as bad as not trying ... #cxmchatDavid Brakoniecki

@mjayliebs fail fast and learn from it! #cxmchatNigel Fenwick

Q4 But I do think #CX tools can be a catalyst to cultural change #CXMChatRuud Verstraeten

It's not a reporting problem. Integrating analytics and onlne intelligence directly into mktg systems will make them smarter . #cxmchatSteve Earl

Q4 Before tools, solutions, proceses >> strategic commitment to #Customer at C-level, then permeate org w/ cust-related strategies #cxmchatJulie Hunt

Q4. Let's talk INTEGRATION instead! That's truly what good CXM requires -- making the moving parts aim at the same goal. #cxmchatTony White

Different Day, Same Challenges

If you had to narrow down the challenges of adopting a customer life cycle experience strategy, many would start with people, whether it's the C-suite or the boots on the ground. Like so many chats before, while the topic may change, the challenges stay the same. If you want a safe bet -- always bet on People, Processes and Technology to slow you down.

[View the story "Q5. Name 3 challenges organizations must overcome to adopt a customer life cycle experience strategy." on Storify]

Q5. Name 3 challenges organizations must overcome to adopt a customer life cycle experience strategy.

Storified by CMSWire.com· Wed, Jan 23 2013 14:23:47

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@cmswire A5. Convince the PTB. Care. Clear the red tape. #cxmchatSherrie Rohde

Q5 - An understanding that the information gathered early in the cycle pays off later and that it is not "extra work" #cxmchatNorth Plains

Q5: 1-Shifting culture to be customer centric. 2-Breaking down silos. 3-Adapting technologies that help them harnass data. #cxmchatAshley Eckel

Q5-1.staying engaged w/customer post sales;2.invisible hand-off from marketing/sales to cust. svc;3.consistent level of cust. care #cxmchatJeff Hora

Q5 - get the right people, listening to the right things, using the right tools and engaging with custs the right way - oh that 4 #cxmchatBarb Mosher Zinck

@bmosherzinck it can't be easy ... think of all the consultants that would be unemployed :-) #cxmchatRob Howard

Q5 One experience for all interactions -- Become collaborative & open org -- Integrated biz processes & intelligence #cxmchatJulie Hunt

Key to success may be appointing Chief CX Officer or Chief Digital Officer - worked for USAA #cxmchat doing research on this in 2013Nigel Fenwick

Q5 1 - realize everyone is in customer service - not just one dept #cxmchatRob Howard

Q5 Establish the correct ownership within an org to ensure focus on customer lifecycle. #cxmchat #cxmchatSteve Earl

Q5 – Commitment and investment in the time and effort required #cxmchatNorth Plains

Q5: A defined organizational strategy - common goals across all silos! #cxmchattrobbins

Q5 2 - don't ignoring social channels - this is where your customers are #cxmchatRob Howard

With so many great insights and perspectives, why do so many companies still get CXM horribly wrong. Makes me sad. #cxmchatApptentive

@apptentive It's truly tragic, huh? I think too many companies just don't care. They don't recognize the true value yet. #cxmchatSherrie Rohde

@sherrierohde @apptentive don't yet care enough maybe. I predict we'll see a C change in CX being a key strategy in 2013. #cxmchatNigel Fenwick

@NigelFenwick @apptentive I sure hope so! CX should always be key. #cxmchatSherrie Rohde

@NigelFenwick @sherrierohde Sure hope so. That's what we are working on for mobile. #cxmchatApptentive

We'll see a change soon (maybe this year!) as the companies that don't focus on CX lose out to those that do. #cxmchatApptentive

Q5. Three challenges in one statement: coordinating (1) people, (2) processes, and (3) technology to accomplish a single goal. #cxmchatTony White

Q5 Clean house internally: treat employees well & empower them, so model in place to for #CXP excellence as outcome for #Customers #cxmchatJulie Hunt

Q5: A new set of skills are necessary in today's marketing – social, mobile, customer intelligence, analytics, big data; #cxmchat #cxmchatSteve Earl

@earl_steve not just in marketing but also in technology. #cxmchatNigel Fenwick

Q5 3 - empower customers - to support each other and give feedback (e.g. think abt amazon reviews) #cxmchatRob Howard

@cmswire Q5 Organization should realize that they're creating a problem if their not listening to customers. We need a catalyst #cxmchatRuud Verstraeten

Q5 – Getting the customer engaged – it is vital for the customer to be committed to success and the effort on their side #cxmchatNorth Plains

Q5 The CEO, the CFO and the COO #cxmchatMitch Lieberman

Q5. I know this to be true, else my lights wouldn't be on! #cxmchatTony White

Q5: realize all employees affect CX (empower them), integrate CRMs/tech to eliminate the silos, invest time & $ for these changes #cxmchatEllis Luk

Q5 80% of marketers already rank CX high http://bit.ly/WM017a now to get management buy-in #CXMChatRuud Verstraeten

Q5. Demand for technical marketers is going through the roof re: data, the new funnel, etc. #cxmchatTony White

Some useful insights in latest CX data http://www.forrester.com/2013+Customer+Experience+Predictions/quickscan/-/E-RES85481 #cxmchatNigel Fenwick

Sorry to join late and leave early - My thoughts on the topic, through pictures http://ow.ly/h4hFi | gr8 discussion! #cxmchatMitch Lieberman

Q5-publishing a value prop to employees of the importance & professional/personal value of engaging w/cust. at all points #cxmchatJeff Hora

@cmswire Q5: 1) Defining the processes involved, 2) Ensuring everyone understands, knows their part, and wants them, 3) Executing. #cxmchatdan barker

Q5 - Orgs must understand how to use data better - not by just looking back at reports, but by looking forward to actions. #cxmchat #cxmchatSteve Earl

If you have not read it yet, I encourage you to read "Outside In" #cxmchatNigel Fenwick

Sorry I should have included a link for "Outside In" - great book on CX highly recommended http://forr.com/11RNOUz #CXMchat #CXPNigel Fenwick

We've Come a Long Way...

Despite the growing pains, who would have thought the customer life cycle experience would have come so far in just five years. And yet, for ever company that successfully engages with its customers, many more struggle. It seems that we are headed in the right direction, but the secret to our success isn't indicative of the technologies that emerge, it's in our ability to adapt and thrive.