The Golden Threads: Part 2 (of 12): Brand & Proposition
This series of blogs explores twelve “golden threads” of critical capability across the CAA® model and considers their application in B2B customer management (CM). All of the th… Read more
Entries by Peter Lavers
The Golden Threads: Part 1 (of 12): Target Markets & Sectors
The Customer Attuned Assessment (CAA®) has quickly established itself as the leading customer management (CM) capability assessment that is 100% focused on B2B companies.
Bas… Read more
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.
Bas… 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
12 Critical Components of Great B2B Customer Strategy – Part 3
The final post of three in which Customer Experience expert Peter Lavers shares his thoughts on what makes a great B2B Customer Strategy.
In my two blogs on this subject I hav… Read more
12 Critical Components of Customer Strategy – Part 2
Continuing his exploration of B2B Customer Strategy, Peter Lavers writes:
In the first blog on this subject I covered the four “What are we trying to achieve?” components of great… Read more
12 Critical Components of Great B2B Customer Strategy – Part 1
Top CX Influencer, Peter Lavers, shares his expertise on B2B Customer Strategy in this the first of three posts.
In my c.100 customer management capability assessments in all typ… Read more
Ten insights from the B2B sector about Building Trust
In the latest Great Debate at the magnificent Crystal Building in London we discussed the most fundamental component of B2B customer relationships: Trust. Three speakers from i… Read more
How do I know how much my business is trusted?
Some time ago I was working with a B2B insurance company that did all its business through brokers. They were bemoaning the fact that they were not getting improved “net prom… Read more
Rehabilitating the word ‘equitable’ in B2B customer relationships
In the history of the UK’s financial services industry the name The Equitable Life still stands out in infamy as a company whose public failure in 2000 had drastic consequen… Read more
building a culture of customer centricity based on B2B Trust
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