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12 Days of Xmas #11: My true love gave to me a £100,000 training budget to improve my team’s Customer Management capabilities in 2016!

On the 11th day of Christmas my true love gave to me a £100,000 training budget to improve my team’s Customer Management capabilities in 2016! I can imagine that many of us would b… Read more
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12 Days of Xmas #10: My Sales Director said to me “We are all miserable and down-trodden, even though we’re bringing sales in”

On the 10th day of Christmas my Sales Director said to me “We’re all miserable and down-trodden, even though we’re bringing sales in.” There is no doubt that despite a… Read more
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12 Days of Xmas #9: My Directors said to me “we’re changing strategy”

On the 9th day of Christmas my Directors said to me “we’re changing strategy” Remember the days when company boards set a strategy for three to five years and then stayed on to… Read more
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12 Days of Xmas #7: my COO said to me “How can our operations be more customer focused?”

On the 7th day of Christmas my COO said to me “How can our operations be more customer focused?” It’s one thing to talk strategically about customer centricity in B2B but it… Read more
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12 Days of Xmas #6: My head of customer experience said to me “If Santa can map his journey to deliver on time then why can’t we?”

On the 6th day of Christmas my head of customer experience said to me, “If Santa can map his journey to deliver on time then why can’t we?” Well ok, that may be too difficult a tas… Read more
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12 Days of Xmas #5: I created Five Golden Rules for Distribution Management

On the 5th day of Christmas I created Five Golden Rules for Distribution Management I realised that I was way behind in Distributor Management; I skipped all the maids, hens, lady… Read more
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12 Days of Xmas #4: My contact centre manager said to me: We have to simplify our contact channels

On the 4th day of Christmas my contact centre manager said to me, “We have to simplify our contact channels” Many marketers complain about the unresponsiveness of customer… Read more
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The Golden Threads: Part 12 (of 12): Information & Technology

This series of blogs explores twelve “golden threads” of critical capability across the CAA® model and considers their application in B2B customer management (CM). All of… Read more