Are you ready for the Digital Personalisation Revolution
80% of CMO’s aren’t ready for the automation revolution, how will you manage it?
Plotting your user/customer journey
Understand the main customer touch points and how to best ex… Read more
The key characteristics of high performing Customer Management organisations on the Trust Ladder
Data from our B2B assessments show marked differences between organisations at the top and bottom of the Trust Ladder.
We highlight key characteristics of top performers.
KNOWL… Read more
Trust Part 2: Aiming for cost-release while improving B2B customer efficiency?
While cost-release has been the focus for efficiency and improvement in recent years, few organisations effectively translate commercial needs into operational capability t… Read more
Are you suffering deep dependence with your B2B customers?
In the next three blogs we highlight what happens when you suffer deep dependence on your customers and what affects it has on your company – The Trust Ladder can show you how t… Read more
CRM Steps for Success – Managing Expectations, Part 5 of 7
Many CM and CRM systems are over-sold and over promise on the capabilities they can deliver from day one. This generates a high level of expectation and anticipation which puts pre… Read more
CRM steps for success – Part 2 of 7
In my last article I explored some of the drivers and needs for a good CRM implementation and the 6 vital steps needed to implement a successful CRM programme. Today we are going to lo… Read more
Satisfaction or ‘Statisfaction’?
One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’.
That g… Read more
How to build social media into your contact strategy
60 Second Strategies: How to build social media into your contact strategy – without the headache
There are many systems and methods for understanding social media. Havin… Read more
How effective customer management can add value to your customers
How effective customer management can add value to your customers while improving your bottom line
By Mark Hollyoake and Professor Merlin Stone
Luvata supplies components and m… Read more
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-depende… Read more
building a culture of customer centricity based on B2B Trust
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