The Customer Experience Maturity Model®
You may agree with the concept that “the customer is in control,” but, unless you market in context of current and past customer interactions, you risk being nothing more than an annoyance. Plan how you’ll execute a context marketing strategy by understanding your capabilities today. The three macro phases of our Customer Experience Maturity Model take you on a step-by-step journey through the seven stages of marketing maturity. Short-term programs help you achieve near-term success and build the right foundation for future success.
Where does your marketing rank on the maturity model?
The three macro phases of maturity: How do you compare?
The Attract phase
90% of surveyed marketers are in this stage
You might have a brochure-style web and mobile site, do content marketing on email and the most-used channels, and at the top of this phase even align your digital initiatives with marketing objectives.
The Convert phase
Only 7% of surveyed marketers live here
You’re analyzing, testing, and optimizing web experiences, personalizing some content, and you’ve embraced the trigger-based dialog that marketing automation delivers.
The Advocate phase
Just 3% of surveyed marketers have achieved context marketing nirvana
You’re data-driven, collecting real-time contextual intelligence on your customer interactions. And you’re optimizing omnichannel automation for seamless dialog across all channels.
Challenge your people
Digital change requires a mix of people, process, technology, and a sharp focus on the customer. Our Sitecore Business Optimization Strategy (SBOS™) team developed a board game that you and your marketing colleagues can play as you discuss and align digital goals and map your context marketing tactics. Play it with your team and watch your new strategy emerge. It only takes an hour and really works.
Accelerate your journey
SBOS works with select Sitecore® Experience Platform™ customers in the Xccelerate program to help them generate business value through context marketing. We’ve had huge recent successes and gathered some unbeatable insights to share with every Sitecore customer.
Who is SBOS?
Rather than focusing on the technical aspects of implementing and using the Sitecore Experience Platform, Sitecore Business Optimization Strategies is a best practices resource that helps establish the digital maturity of your organization and identify where you want to be—and then provides practical plans for getting there.
Connect, the SBOS book
A comprehensive and accessible guide to customer-focused marketing, Connect is filled with compelling examples, recommendations, initiatives, work-arounds, and step-by-step processes that show leaders how to move their teams to a higher level of marketing excellence and win life-long customers in the process.