White Paper – CMO Council Report 2018-08-23T21:32:19+00:00

Driving Growth Through Customer Relationship Marketing

Gaining Traction With Every Digital Interaction

Sendwithus, in partnership with the CMO Council, surveyed almost 200 Enterprise marketing leaders on the importance of customer relationship marketing.

Only 13% of marketing leaders surveyed are realizing the full revenue potential of existing customers. Shockingly, that number is down from 15% in 2008, when the CMO Council last asked the same question.

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customer relationship marketing

Key Insights:

When asked where they’re looking to make the greatest impact for the business:

66% of respondents said optimizing customer retention and loyalty

56% said boosting cross-sell and upsell opportunities and revenue

Clearly, marketing leaders recognize the revenue potential of their existing customers but a full 77% are failing to realize that potential.  

The survey results reveal that failure to be the result of two primary factors:

  • A failure to effectively leverage transactional emails to further customer relationships
  • The use of  highly inefficient methods of collaboration in transactional email processes
customer relationship marketing

Marketing leaders know that improved collaboration will lead to improved transactional emails, which will, in turn, lead to improved customer relationships, improved retention, and increased sales.

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The Disconnect Between What Marketers Know and What They Plan to Do

The report also exposes a fact that has gone unacknowledged for far too long: marketers’ focus on acquiring and activating new customers has come at the expense of those they’ve already converted.

But despite lip-service paid to improving collaboration in order to better leverage transactional emails for optimizing the customer experience, only 9% of respondents plan to implement strategies to make that happen.

Read the full report to find out more.

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customer relationship marketing

About Sendwithus, makers of Dyspatch:

Sendwithus is a cloud-based communications management platform that helps organizations streamline their email creation process. The easy-to-use visual editor, built-in device testing, and powerful API allow for cutting-edge email strategy and execution.