Tag Archive for: B2B Customer Management

Are there any good reasons for delaying a CX listening or improvement programme?

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “l… Read more

Adapting to New Normal Customer Behaviour Panel Discussion Summary

There is widespread agreement that the New Normal will look very different to the old normal, and to get through it’s going to take leaders who champion new insight-led ways… Read more

Losing the opportunity to add value could also lose you trust and the business.

  As an insurance broker, your role is to understand my insurance needs and find the best match to the market to meet those needs. Given there are so many direct providers, onli… Read more

Supporting our clients in a virtual world

As part of our ongoing engagement with one of our clients, Bupa, we have recently designed and delivered a new virtual classroom session to members of the UK Insurance Account Mana… Read more

What is Trust in B2B Relationships?

What is Trust in B2B relationships? This is a question I have been wrestling with since I enrolled on a Doctoral research programme at the University of Southampton. From years of w… Read more

The Power of Business to Business Trust

Is it possible to systematically develop trust to a mutual competitive advantage in B2B? This is the question I have been wrestling with since I enrolled on a Doctoral research pro… Read more

Look at your customer segments, can you see the value?

Look at your customer segments, can you see the value? Where is the growth? Who are the top spenders? How do you classify them? How do you get them to spend more? This is what customer v… Read more

9 Live Chat Benefits for B2B (Infographic)

When it comes to dealing with customer requests and complaints, speed is of the essence. Or, at the very least it should be. Research shows that the average time for customer servic… Read more