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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

The 5th day of Christmas: Five Gold Rules (for Distributor Management) I realised that I was way behind in Distributor Management; I skipped all the maids, hens, lady’s leaping… 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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12 Days of Xmas #3: My largest customer said to me: we need to explore a more formalised relationship

On the 3rd day of Christmas my largest customer said to me “we need to explore a more formalised relationship”. A call or note like this from a customer who provides a significan… Read more
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Deep Inter-Dependence – Part 5

In article four we explored and discussed the fourth level of B2B customer relational interdependence, that of deep dependence. In article five, we explore ‘deep inter-depen… Read more
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Distributor Management Assessment

Distributor Relationships as your Competitive Advantage ‘Marry in haste, repent at leisure’ _ this is often the most common problem in B2B distributor relationships. Prin… Read more
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Deep Dependence – Part 4

  In article three of this series on Interdependence we explored and discussed the third level of Business 2 Business (B2B) customer relational interdependence, that… Read more
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Shallow Interdependence – Part 3

  In article two we explored and discussed the second level of B2B customer relational interdependence, that of shallow dependence. In article three, we explore ‘shallo… Read more