Customer Management Insights

Customer Management defines how you treat your customer, read insights from our experts including CX Influencer Peter Lavers

Dr Mark Hollyoake

Distributor Management – Motivation & Reward Planning – Staying Ahead. Part 4 of 4

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In the fourth blog on effective Distributor Management, Mark Hollyoake looks at the role of Motivation & Reward planning. Even when organisations enjoy excellent relation… Read more
Dr Mark Hollyoake

Distributor Management – Avoiding the Pitfalls. Part 3 of 4

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In our third Blog Mark Hollyoake looks at some of the common problems which beset Distributor Management. The most common challenges organisations face when starting to work in d… Read more
Dr Mark Hollyoake

Distributor Management – Getting It Right! Part 2 of 4

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In our second blog on managing distributor markets, Mark Hollyoake looks at getting the foundations of Customer Management right. The term distributor is widely used to describ… Read more
Dr Mark Hollyoake

Why Distributor Management Is The Same As Good Customer Management. Part 1 of 4

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To celebrate the launch of our new Distributor Management Programme, Distributor Management Expert Mark Hollyoake unpicks some of the complexities of working with distributo… Read more
Alan Thompson

12 Days of Xmas #11: My true love gave to me a £100,000 training budget to improve my team’s Customer Management capabilities!

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On the 11th day of Christmas my true love gave to me a £100,000 training budget to improve my team’s Customer Management capabilities next year! I can imagine that many of us would be… Read more
Alan Thompson

12 Days of Xmas #2: A broker said to me “You listened to me and improved your service”

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On the 2nd day of Christmas my top broker said to me “You really listened to me and improved your service”. Is this something you might hear from your brokers? Would you know the curre… Read more
Peter Lavers

12 Days of Xmas #1 “We need a customer focused organisational tree”

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On the 1st day of Christmas my CEO said to me “We need a customer focused organisational tree”. OK – I know the 1st day of Christmas is the 25th (or 26th) of December, but I hope you’re do… Read more
Peter Lavers

Top 5 Strategic Priorities of B2B Customer Management in 2016

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Being “Customer Attuned” is all about building better B2B customer relationships based on trust, working together for mutual commercial benefit. We carried out an internatio… Read more
Alan Thompson

The world of insurance is complex. Do you understand how it works?

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CUSTOMER MANAGEMENT IN A WORLD OF INTERMEDIARIES AND BROKERS  Are you new to marketing or strategy in B2B insurance? Or have you worked in the industry for a while and want to add mor… Read more
Dr Mark Hollyoake

Trust Ladder Part 1: High Performing Customer Management Organisations

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What are the key characteristics of high performing Customer Management organisations on the Trust Ladder? Data from our B2B assessments show marked differences between organ… Read more