An Introduction To The Golden Threads of B2B Customer Management
The Customer Attuned Assessment (CAA®) has quickly established itself as the leading customer management (CM) capability assessment that is 100% focused on B2B companies.
Based on the three vital underpinning drivers of success in B2B – Trust, Interdependence & Equitability – the CAA® model breaks down into a virtuous circle of:
- Knowledge
- Strategy
- Planning
- Implementation
- Results
Working on three levels:
- Operating in and developing your market
- Managing account relationships
- Organising resources and operations
The sub-sections that sit beneath the CAA® model (right) have been arranged to give twelve “golden threads” of critical B2B capability across knowledge, strategy, planning, etc.
This series of blogs explores each of these threads in turn and considers their application in B2B customer management. They are ALL IMPORTANT, but your business needs to decide which of these will be defining characteristics of YOUR corporate DNA.
Over the next few weeks I will be publishing blogs on the 12 Golden Threads that will get you thinking where your company sits and what changes you need to consider taking on.
Get Involved!
We are conducting research in June/July 2015 into which of the 12 Golden Threads are of most strategic importance in your sector.
Participate in our research here!!
To read the full e-book please fill out this form and we will e-mail it to you.
[Form id=”20″]
Tell us your views: Tweet to @CustomerAttune or Tweet to @PeterLavers
Peter Lavers
An expert in CRM and customer experience management and recognised as a top influencer in the subject e.g. IBM Futurist Roundtable member; Satmetrix Top 50 & SAP Top 60 Customer Experience influencers; Huffington Post Top 100 Customer Service professionals; MindTouch Top 50 Customer Success influencers; and Business Coach Top 100 Management Experts.
Peter's early career was with Rolls-Royce and Bentley Motors, where he trained as an engineer and went on to hold senior roles in commercial and logistics, market analysis, customer satisfaction, regional marketing and in his last client-side position as head of relationship marketing.
Latest posts by Peter Lavers (see all)
- Satisfaction or ‘Statisfaction’? - May 20, 2019
- LOOKING INTO 2017 – What is considered “scarce”? - January 4, 2017
- Top 5 Obstacles to B2B Customer Centricity #5 Out of Date IT Tools - May 18, 2016
