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Two of the Most Common Mistakes Companies Make in Customer Experience

CXM the Customer Experience Magazine has recently published an article by one of our Customer Attuned Directors, Peter Lavers. In the article, Peter shares his experience from o… Read more
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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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Top 5 Strategic Priorities of B2B Customer Management in 2016

Being “Customer Attuned” is all about building better B2B customer relationships based on trust, working together for mutual commercial benefit. We carried out an inter… Read more
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The Golden Threads: Part 9 (of 12): Organisational Design

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