Harvard Business Review

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“Marketers must lead customer experiences. Here’s why. See how marketing’s role is evolving. In this report by the Harvard Business Review Analytics Services in association with Salesforce, discover the key role of marketers in developing data-driven customer experiences.
You’ll learn why marketers must:
• Help infuse CX language, metrics, and mindset into every aspect of their organization
• Gain buy-in with a cross-functional approach that exposes the entire organization to real-life experiences
• Identify the right CX data and key performance indicators across the enterprise to build a customer-centric strategy”


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