Recently I found a Forrester report with a very similar finding to my previous post: Evolution of data management
"The age of the customer requires us to go beyond customer-centric thinking to customer-centric operations. In the age of the customer, three elements are essential to success: a customer-obsessed approach to defining the business and marketing strategy; an in-depth understanding of customers’ behaviors and needs; and a customer engagement strategy that is calibrated to those behaviors and needs. The onus is on marketing leaders to integrate intimate knowledge of customers into marketing activities that serve the needs of customers as they move through the process of picking their “first choice” vendor."
whole document.
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