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
Peter Lavers is a co-founder and Director of Customer Attuned Ltd.
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.
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
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
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
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
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
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
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
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
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
Austria’s Prince Clemens von Metternich is said to have made the quote “When France sneezes, Europe catches a cold” when commenting on the impact of the French Revol… Read more