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David Edelman - Pt. 2: Challenges of creating a great customer experience

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Published on May 16, 2012

David Edelman, McKinsey partner, reveals what the major organizational and operational challenges are in aligning a company around the customer. Marketers need to orchestrate the experience across silos, develop useful metrics, work with other teams to develop budgets, and bring new capabilities to the front lines. Read more at our Chief Marketing and Sales Officer Forum site [http://cmsoforum.mckinsey.com/]

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