Customer Management Insights

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

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
Benjamin Tresham

Digital Personalisation – The Revolution is upon us! Plotting the user Journey

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In my last article I looked at how you should go about building user personas. Recent Gartner research states 80% of CMOs are not ready for the next big step in digital experience man… Read more