Managing customer relationships in a virtual world
In recent months, we have been responding to the challenge that many of our clients have been facing in working in a largely virtual world due to Covid-19 lockdown restrictions. We… Read more
Customer Management Insights
Customer Management defines how you treat your customer, read insights from our experts including CX Influencer Peter Lavers
Adapting to New Normal Customer Behaviour Panel Discussion Summary
There is widespread agreement that the New Normal will look very different to the old normal, and to get through it’s going to take leaders who champion new insight-led ways… Read more
Look at your customer segments, can you see the value?
Look at your customer segments, can you see the value?
Where is the growth? Who are the top spenders? How do you classify them?
How do you get them to spend more?
This is what customer v… Read more
9 Live Chat Benefits for B2B (Infographic)
When it comes to dealing with customer requests and complaints, speed is of the essence. Or, at the very least it should be. Research shows that the average time for customer servic… Read more
Consumer Loyalty 2030
Drivers of loyalty are also drivers of profitable business
I’ve recently been reading the SAS / Futurum “Experience 2030” report, and its question regarding what will drive cust… Read more
Six barriers to meaningful Customer Value Analysis – and how to get over them
There can be little doubt that understanding how ‘value’ is distributed across their customer base is important to virtually all commercial organisations. Reflecting the valu… Read more
Customer Management In a World Of Intermediaries and Brokers — “Do You Understand How It Works?”
Are you new to marketing or strategy in B2B insurance? Or have you worked in the industry for a while and want to add more value to propositions, relationships and customer strategi… Read more
Our Biggest Customer is a Bully. Help!
I was recently reminded of an interesting past edition of Management Today — it included an article about bullying. No, not online bullying or workplace bullying, but B2Bully… Read more
Financial Services: Developing Quality Relationships With Your Intermediaries
“To manage great relationships, we need great people”
Much of the UK insurance and wealth management industry is reliant on a distribution model centred on the key role of brokers… Read more
building a culture of customer centricity based on B2B Trust
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