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Spotted: New emerging roles and tools for the customer centric enterprise

Welcome to Customer Success Tuesday – your dedicated weekly source of customer success-related news and trends roundup (yes these articles have actually been read by someone on our team!)

Last year we saw the rise of the Chief Customer Officer and more companies looking for what was essentially the customer success professional. Now my inbox is constantly bombarded with new alerts for these emerging roles (more proof of companies making the switch to become more customer centric). Have you noticed? Take a look – these may be some roles you’ll want to (or have already) consider bringing onboard.

  • Customer analytics manager
  • Customer retention manager
  • Customer success manager (ok, not so new but definitely picking up steam)
  • Customer marketing manager
  • Customer engagement manager

In addition to new roles, a plethora of customer engagement technologies for every stage of the customer relationship has been expanding too.

Forrester recently released research on 20 different types of CRM technologies that are currently available to deepen customer engagement in Q1 of 2013. The key here is that they support all the activities needed to build and manage customer relationships, including: targeting, acquiring, retaining, understanding and collaborating with customer. “Customer analytics and data management are still primary functions. Many organizations are still looking for 360° views of their customers.”

They say: “Enterprises must evolve to find innovative new solutions to engage with emerging social consumers and enrich the customer experience through community-based interactions across multiple channels. Firms need to take an “outside-in” approach, where deep engagement with customers is the key to success”.

Are you on the customer centric bandwagon? Then you definitely don’t want to miss the Customer Success Summit on March 14th, 2013 in San Francisco where we’ve answered the call for a customer-focused community to share best practices and real life experiences.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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