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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
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CRM Steps for Success – Plotting the Journey Part 4 of 7

People remember how they feel, not how well they were processed   Developing a customer-centric organisation is the Holy Grail for most businesses. But the road is too often… Read more
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CRM Steps for Success – What’s in it for me? Part 6 of 7

Human beings can be altruistic but the primary concern is usually, ‘what’s in it for me?’ That’s why it is important to take time to develop system funct… Read more
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The Trust Ladder

Occupying the same market as your suppliers with transactional relationships? This is a challenge for any business, learn how to manage co-existence in this e-book. The Trust La… Read more
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CRM Steps for Success – Making the case for change – Part 3 of 7

Making a powerful case for change will mean your CRM project will get off the ground, it’s easier said than done and there are many steps to consider. What most of the change manage… Read more
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Customer Management in a world of Intermediaries and Brokers

“Just who is the customer here?” In this article, the third in our series exploring the intermediated / broker relationships in Financial Services, we focus on the q… Read more
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CRM Steps for success – Part 1 of 7

Tweet to @MarkHollyoake // According to a recent survey by IBM Global Services, 85% of companies are not feeling fully successful with CRM. The remedies having the greatest impac… Read more
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How Equitable are your Broker and Intermediary Relationships?

BROKERS AND INTERMEDIARIES “DEPENDENT or INTERDEPENDENT” How Equitable are your Relationships? The role of the broker / intermediary / agent within the financia… Read more