Customer Strategy Archives - Page 13 of 16

12 Days of Xmas #8: my boss asked me to set up a Key Account Management process and I don’t know where to start

December 18, 2015/in Sales and Account Management /by Alan Thompson

On the 8th day of Christmas I woke up in a panic as the big day was less than a week away and I still didn’t know what to buy my partner for Christmas; and at work my boss has asked me to set up… Read more

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

December 10, 2015/in Customer Management /by Alan Thompson

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

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

December 9, 2015/in Customer Management /by Peter Lavers

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

Top 5 Strategic Priorities of B2B Customer Management in 2016

November 20, 2015/in Customer Management /by Peter Lavers

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

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

August 14, 2015/in Customer Management /by Alan Thompson

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

Trust Ladder Part 1: High Performing Customer Management Organisations

July 21, 2015/in Customer Management, Embedded Trust /by Dr Mark Hollyoake

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

The Golden Threads: Part 8 (of 12): Key Account Management

July 8, 2015/in Sales and Account Management /by Peter Lavers

This series of blogs explores twelve “golden threads” of critical capability across the CAA® model and considers their application in B2B customer management (CM). All of the th… Read more

The Golden Threads: Part 3 (of 12): Category Management

July 1, 2015/in Customer Management /by Peter Lavers

This series of blogs explores twelve “golden threads” of critical capability across the CAA® model and considers their application in B2B customer management (CM). All of the th… Read more

The Golden Threads: Part 2 (of 12): Brand & Proposition

June 30, 2015/in Customer Management /by Peter Lavers

This series of blogs explores twelve “golden threads” of critical capability across the CAA® model and considers their application in B2B customer management (CM). All of the th… Read more

The Golden Threads: Part 1 (of 12): Target Markets & Sectors

June 30, 2015/in Customer Management /by Peter Lavers

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