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
Customer Management Insights
Customer Management defines how you treat your customer, read insights from our experts including CX Influencer Peter Lavers
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
How Attuned are Customer/Supplier Business Relationships in the Outsourced Services Market?
The global outsourced services market is a significant component of the B2B sector, accounting for tens of billions of revenues each year.
In essence, outsourcing is the practi… Read more
What Will Your Customer Relationship Quality Be In 2019?
Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year:
The quality of your custom… Read more
What is the customer reaction to GDPR telling us about our data culture?
I am delighted to be recognised by SAS as an influencer in the realms of Customer Experience, value analytics and CRM. In my collaborative role with them I have been reading the resu… Read more
Managing Distributors as Partners
Our new book is out! It’s only taken three years to write…..
MANAGING AND DEVELOPING YOUR DISTRIBUTOR RELATIONSHIP
Are you considering using distributors, or unsu… Read more
Credit Crunch 10 Years On – 4 Seismic Changes in B2B Customer Management
It’s hard to believe that the Credit Crunch hit the global economy a whole decade ago!
Readers in their mid-thirties and under may not have experienced anything in their professio… Read more
building a culture of customer centricity based on B2B Trust
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