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.
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Peter Lavers
An expert in CRM and customer experience management, Peter is regularly recognised as a top influencer in the subject.
He's a SAS Collaborator and IBM Futurist; and regularly features in "top people to follow" lists for Customer Experience, Customer Service and Customer Success.
His early career was 18 years with Rolls-Royce and Bentley Motors, after which he jumped the fence into business consulting, helping clients improve customer experience and value.
Latest posts by Peter Lavers (see all)
- Consumer Loyalty 2030 - January 13, 2020
- Trust is not a binary on/off switch - December 17, 2019
- Satisfaction or ‘Statisfaction’? - May 20, 2019
