Good morning, Marketer, let’s talk governance.
Governance is likely not the first thing you think of when you get to the office, but it is hard to overstate its importance. As Greg Kihlstrom writes, consistent customer experience “requires a systematic approach to customer journey management and operations that utilizes governance to maintain standards over time.”
Greg explains everything you need to know about governance: Why it is important, how it leads to increased efficiency and better decision making and more. He also provides a sample governance structure in case you’re not sure where to start with this.
Constantine von Hoffman,
Managing Editor
