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CMO copilot — v1.1

Not sure how to use AI at work? You're not alone.

Updated: 11 hours ago

According to Microsoft's 2024 Work Trend Index Annual Report, the majority of companies surveyed don't even have an AI plan.


So... here's a very simple one anyone can use:


👉 Sales


Vision Statement: "Leverage AI to enhance sales performance by providing precise customer insights, personalizing engagement, and optimizing sales processes."


Adoption:


‣ Short-Term: Use AI to personalize sales content, collateral, demo scripts, workflows, cadences, sequences, etc. so it aligns with ICPs/audience segments.

‣ Long-Term: Use machine-learning models to analyze customer interaction data to predict buying behaviors.


Requires:


‣ CRM integration to leverage data across platforms.

‣ Training sessions for staff to ensure successful adoption and implementation

‣ Clearly-defined feedback loops that incorporate both sales team input and performance data so that AI models can be continuously improved.


KPIs:

‣ Conversions

‣ Sales Cycle Time or Changes in Sales Cycle Time

‣ Customer Engagement Scores


👉 Marketing


Vision Statement: "Empower marketing teams to deliver targeted campaigns and content, increasing ROI through AI-enhanced insights and automation."


Adoption:


‣ Short-Term: Use AI to personalize marketing content so it aligns with ICPs/audience segments, meeting customers where they are in their journey, giving them what they need, when they need it.

‣ Long-Term: Use machine-learning models to optimize marketing performance by analyzing interaction data, identifying key audience cohorts, and suggesting personalized engagement strategies and tactics.


Requires:


‣ CMS, CRM integrations

‣ A/B testing to ensure effectiveness

‣ Human oversight


KPIs:


‣ Customer Acquisition Cost

‣ ROI (Return on Marketing Spend)

‣ Conversions


👉 Customer Success


Vision Statement: "Utilize AI to understand and predict customer needs, delivering exceptional service and proactive solutions that enhance satisfaction and loyalty."


Adoption:


‣ Short-Term: Use AI chatbots that have been trained on product specs, sales collateral, marketing materials and CX training materials for initial support requests and quick resolution of common issues.

‣ Long-Term: Use machine-learning models to identify at-risk customers and initiate proactive retention/upsell strategies and tactics.


Requires:


‣ Training sessions for staff to ensure successful adoption and implementation.

‣ Clearly-defined feedback loops that incorporate both CX team input and performance data so that AI models can be continuously improved.


KPIs:


‣ Customer Satisfaction Scores

‣ First Contact Resolution Rates

‣ Customer Retention/Upsell Rates


General Considerations:


‣ Ethical implications: continuously manage ethical considerations regarding customer data privacy and the transparency of AI-driven decisions.

‣ Change Management: ensure that all team members are onboard and well-informed about how AI will affect their status and workflows.


Strategies for adopting AI at work for sales, marketing and customer success

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