CMOs and CIOs battle for mobile strategy ownership

New report from Netbiscuits and Vanson Bourne finds CMOs are striving to attain more ownership of mobile Web strategy above their CIO counterparts, at the potential expense of customer experience

CMOs have become the aggressor in the c-suite battle with CIOs for ownership of mobile strategy to the potential detriment of customer experience, a new report claims.

According to the report produced by research firm, Vanson Bourne, and mobile solutions provider, Netbiscuits, 51 per cent of CMOs believe they should acquire more ownership of their organisation’s mobile Web strategy ahead of the CIO, with only 9 per cent seeing it as the CIO’s responsibility. In contrast, just 35 per cent of CIOs agreed.

Of the CMOs surveyed, 53 per cent cited the need to provide customers with a greater number of channels for interaction as a critical reason for owning mobile Web strategy. However, 30 per cent of c-level executives believed a joint approach between CMO and CIO was desirable, as did 23 per cent of CIOs. (infographic below)

At present, 71 per cent of CIOs participating in the survey have at least partial control of mobile Web strategy, compared with 48 per cent of CMOs. The responsibility was shared at 27 per cent of companies covered.

However, the report claimed CMOs aren’t yet ready for the responsibility, with only 50 per cent stating that testing is a critical or very important factor to improving mobile customer experience. This is despite the fact that other research indicates 76 per cent of consumers will leave a mobile website if it is hard to use, the report authors stated. In comparison, 74 per cent of CIOs said testing was critical where mobile Web strategy is concerned.

The latest report also found the conflict between CMOs and CIOs was driven by differing motivations. While the CMO is focused on improving aspects of the customer experience, the CIO is much more aware of the technical challenges in delivering some of the CMO’s requirements.

Eighty-six per cent of CIOs were also more concerned with the bottom line revenue improvement from improving sales via mobile platforms.

The findings are reminiscent of a c-level survey undertaken by Accenture Interactive, which found CMOs and CIOs still don’t trust each other even though they recognise the need for increased collaboration between the two sides. In that report, the consultancy group found one of the biggest challenges is the distinction between technology management and usage.

“Mobile Web strategy must be based on clear, common business objectives with targets defined in both the CIO and CMO areas,” said Netbiscuits CMO and COO, Daniel Weisbeck.

“The real battle to watch therefore is not between the CIO and the CMO, but whether a joint CMO-CIO approach or a dedicated function approach provides the best mechanism to align customer experience objectives with the technical challenges of delivering these goals. A successful combination of their approaches and motivations provides the real basis for an extremely strong mobile strategy.”

Currently, just 8 per cent of organisations surveyed have a dedicated mobile function within the business. The Vanson Bourne report was based on surveys of 300 CIOs, CMOs and other c-level executives in September across the US and UK, all from organisations with more than 100 employees.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, or join us on Facebook: https://www.facebook.com/CMOAustralia

Signup to CMO’s new email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Why are we dubious about deep learning?

The prospect of deep learning gives those of us in the industry something to get really excited about, and something to be nervous about, at the same time.

Katja Forbes

Founder and chief, sfyte

Why you can’t afford to fail at CX in 2019

In 1976 Apple launched. The business would go on to change the game, setting the bar for customer experience (CX). Seamless customer experience and intuitive designs gave customers exactly what they wanted, making other service experiences pale in comparison.

Damian Kernahan

Founder and CEO, Proto Partners

Natural born leaders

Many business and marketing managers progressing to leadership positions face evolving their focus from operational matters to strategic decision making and planning.

Jean-Luc Ambrosi

Author, marketer

Interesting article but what about the employees? There needs to be access to quick cash for everyone involved lest we have yet another '...

Joel Pencer

Suncorp outlines customer investments, digitisation as key to business improvement

Read more

Just printed out this Brad Howarth screed to read tomorrow. I need a good laugh once in a while. Or maybe shed some manly-man tears at th...

Larry A Singleton

What a diversity agenda has done for Kellogg's staff and innovation engagement

Read more

Morons. PC Nazis infiltrating and subverting every level in our lives.These scum have destroyed our education system.Read FrontPage Magaz...

Larry A Singleton

What a diversity agenda has done for Kellogg's staff and innovation engagement

Read more

It is an accepted fact that in the present times the mass makes use of digital marketing more often and are more and more enlightened wit...

Digital Marketing Course in Ja

Why RMIT is partnering with Adobe for digital marketing learning

Read more

If men were really the dominating brutes that feminist make them out to be ,then women really would be second class citizens. Without th...

aaron

Analysis: Gillette's latest ad only proves why brands standing for positive change is vital

Read more

Latest Podcast

More podcasts

Sign in