Gartner Research

CMO Insight: How to Justify the Business Value of Customer Experience Investments

Published: 29 April 2016

ID: G00301712

Analyst(s): Jake Sorofman

Summary

Customer experience is more than just the right thing to do; it's a recognized strategic imperative in need of explicit budget support. This research explains how CMOs can make a sound business case for customer experience investments.

Table Of Contents

Upshot

What You Need to Know

  • Customer Lifetime Value Drives Profitable Growth
  • Five Precepts Drive Your CX Investment Priorities

What You Need to Do

  • Do This First
  • Priority Actions for You
  • Priority Actions for Your Team
  • Priority Actions for Your Peers

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