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Marketing has changed. Marketers used to carry the customer to the point of sale, at which point sales took over. Now, marketing continues through and past the sale. The job of sales has also shifted—sales tracks customers through successful adoption of the product or service, reassuring them about their investment.
Consumers have more options than ever, so revenue growth depends on increasing the wallet share of existing customers or capturing customers from the competition. Churn is at an all-time high. Loyalty just isn’t what it used to be.
Download this CITO Research White Paper to find out hot to gain a true understaing of the customer experience.