Thought Leadership
Programs Background
CMO-CIO Alignment
Aligning The CMO+CIO To Drive Customer Insight, Intimacy And Engagement
The CMO Council and BPI Network recognize that technology and customer data access have become the essential enablers of marketing effectiveness. As leading change agents, the CMO and CIO have to be tightly coupled in the journey to optimize customer lifetime value through more personal, timely, targeted and engaging interactions with diverse audiences. This study provides education, insights and actionable guidance on how to make customer-centricity the centerpiece of the CMO-CIO relationship.
ShareFacts & Stats
59% of organizations see the presence of disparate sets of data-handling and collaboration technology as the top barrier to data governance.
Only 38% of organizations have deployed business-IT alignment policies and processes.
In the next 3-5 years, 73% of marketing clients aspire to support "mature enterprise architecture," demonstrating that business strategy will be pervasively understood and supported within EA and across business and IT.
Studies show that over 78% of purchase decisions are made based on peer-to-peer recommendations, while only 14% are based on advertisements.
A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people.
70% of buying experiences are based on how the customer feels they are being treated.
55% of customers would pay extra to guarantee a better service.
It takes 12 positive experiences to make up for one unresolved negative experience.
Aligning IT initiatives with business goals is the most frequently cited CIO activity, but fewer respondents now consider it the activity that takes up most of their time (64%) in comparison to last year (71%) and two years ago (82%).
"The artificial walls between business and IT are crashing down, and Enterprise Architecture (EA) is the bridge to integrate business and IT," according to Philip Allega, research vice president at Gartner.
Articles
June 14, 2016 - How IT Enhances the Customer Experience
CIO Insight
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May 16, 2016 - Why IT Needs to Step Up as a Business Partner
CIO Insight
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March 4, 2016 - 4 Principles That Will Shape The Future of IT
CIO
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March 3, 2016 - CEOs Force CIOs, CMOs Into Digital Transformation Bunker
CIO
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March 3, 2016 - CIO Decisions Enabling Strategic IT Innovation
CIO
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March 2, 2016 - Meet Tech's New Odd Couple: The CIO and CMO
CIO
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May 21, 2013 - Worlds Collide: The New Data-Focused CMOs and Their CIO Counterparts
AdAge
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May 8, 2013 - Eduardo Conrado Talks About Motorola's Move To Marry Marketing-IT
AdAge
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April 22, 2013 - Mixing with marketing: The CIO-CMO partnership
CIO Magazine
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April 17, 2013 - Four Reasons Why CMOs Are Well On Their Way To Outspending CIOs
Forbes
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April 2, 2013 - CxO Talk: Can a CIO and CMO be friends?
ZDnet
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White Papers
The CMO/CIO Organizational Alignment Mandate
Chief information officer reporting relationships continue to be distanced from the strategy function. The marketing function is experiencing this same distancing from strategy. However, the two functions should be on the leading edge of strategy, rather than the receiving end. Read more »
Overcoming CIO challenges in global mobility management
This paper looks at some of the challenges that CIOs are facing in managing mobility. This is clearly becoming more complex for large enterprises as mobility penetrates more deeply into their organisations, driven by changing working practices and supported by rapidly evolving technology. In multinational companies, management of mobility is especially challenging because they almost always need to control mobility of staff across multiplecountries and manage relationships with many service providers and suppliers. Cost management is a particular issue and improved efficiencies are sought through integration of voice into the corporate network and a more unified approach to communications. Read more »
THE EVOLVED CMO
The past few years have created a wealth of new challenges for chief marketing officers (CMOs) and their companies, because technology has empowered customers to speak with a strong and easily distributed voice. Forrester Research and Heidrick & Struggles conducted a survey of CMOs across the globe that shows that nearly 80% want to prove their capability as business and strategy leaders. But now technology ranks as the No. 1 area in which they see the greatest opportunity to improve. CMOs also recognize that they must bring customer insight and behavior to the rest of the executive team. Read more »