What are the core skills a modern Chief Marketing Officer needs to succeed? How can you become a better CMO?

As the role of the Chief Marketing Officers (CMO) has evolved from setting brand positioning to owning the entire customer experience, it is imperative that aspiring and existing CMOs act with clarity and confidence.

In this post learn what the core skills of a modern CMO should be and how to become a better CMO.

The role of the CMO has undergone a dizzying transformation in recent years to include not just management of creative and brand but every aspect of the customer experience), selecting the right technology stack, interpreting customer data and analytics, overseeing existing account growth and, ultimately, significantly impacting the bottom line.

The modern CMO has had to evolve and adapt more than ever before, asked to embrace change by learning how to integrate emerging technologies with traditional skills to bring value to their organisation.

CMOs are the ultimate customer representative, relating clear understanding of customer needs and their perspectives to the C-suite in a way that clearly directs strategy and execution.

And whereas the the traditional role of the CMO may have been rooted in more tactical activities – things like creating a marketing plan, setting the tone and the voice – the demands of the modern C-suite require CMOs to be able to understand and lead all aspects of customer experience in order to consistently scale revenue.

What are the five core skills essential for the modern CMO to succeed?

From our experience of working with a range of CMOs, there are five core skills essential for the modern CMO to succeed.

How To Become A Great CMO

Looking for a checklist of things that will help you ascend to the role or have instant impact on what you’re doing right now? We think these elements are a great place to start.

  • Listen to customers. It’s critical for CMOs to gain insight into what customers want, need and sometimes don’t even realise they need. Take the time to pay attention to complaints, call logs and customer feedback so you incorporate it back into your delivery. Even better when it is acknowledged and acted on. It’s important that CMOs take interaction with customers seriously and build continuous feedback loops back into the business.
  • Engage wherever customers are. You need to be active where customers are. It’s not enough right now to stick to platforms that work for you. On one level, you’re missing out on all the positive sentiment but you’re missing out on the opportunity to turn negative experiences into positive ones and demonstrate you are a truly customer focused brand.
  • Market as a team. On that note, it’s also important for CMOs to foster ownership and ask “who is doing what” when listening and responding to customers, designing and delivering campaigns and connecting marketing activity with sales objectives. The best marketers have a service mantra and a strong commercial understanding. When customers win, you win too.
  • Service customers everywhere. Buyers have the power and it’s very much up to them to decide how they want to interact with you. Remember if someone has a great experience with you, they’re likely to tell someone about it. But if they have a bad experience, they’ll tell everyone about it.
  • Create communities. Every organisation has an opportunity to build a community of customers. This could be in the form of simple discussion forums answering standard questions, training, product information, best practice or simple peer-to-peer support. A strong minded CMO will solve the problem of how to build a community in a way that will engage customers and build loyalty.

Summary

To be a highly valued CMO, you ultimately need to ask yourself how you can engage your customers, bring your colleagues with you, connect to your partners and create brilliant transformational products, services and experiences that deliver competitive advantage and commercial impact.

We’ll be offering a lot more insights into the challenges of operating in the CMO role on the MMC blog. Make sure you are subscribed here and on LinkedIn so you don’t miss out.

To find out more about how MMC Learning can help you improve your career prospects with CIM or CMI qualification, contact our team today.

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