Business Capabilities Insights

Improved business capabilities are critical to organisational performance and survival. Read the views, experiences and discussion points from our experts.

Benjamin Tresham

Digital Personalisation – The Revolution is upon us! Integrating online and offline interactions

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In my last article I looked at how you plot the user journey. Recent Gartner research states 80% of CMOs are not ready for the next big step in digital experience management. Digit… Read more
Peter Lavers

The Golden Threads: Part 4 (of 12): Channel Management

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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
Dr Mark Hollyoake

CRM steps for success – Part 2 of 7

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In my last article I explored some of the drivers and needs for a good CRM implementation and the 6 vital steps needed to implement a successful CRM programme. Today we are going to lo… Read more
Peter Lavers

Satisfaction or ‘Statisfaction’?

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One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’. That g… Read more
Dr Mark Hollyoake

CRM Steps for Success – Plotting the Journey Part 4 of 7

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People remember how they feel, not how well they were processed   Developing a customer-centric organisation is the Holy Grail for most businesses. But the road is too often… Read more
Dr Mark Hollyoake

CRM Steps for Success – What’s in it for me? Part 6 of 7

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Human beings can be altruistic but the primary concern is usually, ‘what’s in it for me?’ That’s why it is important to take time to develop system funct… Read more
Dr Mark Hollyoake

CRM Steps for Success – Making the case for change – Part 3 of 7

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Making a powerful case for change will mean your CRM project will get off the ground, it’s easier said than done and there are many steps to consider. What most of the change manageme… Read more
Dr Mark Hollyoake

CRM Steps for success – Part 1 of 7

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Tweet to @MarkHollyoake // According to a recent survey by IBM Global Services, 85% of companies are not feeling fully successful with CRM. The remedies having the greatest impac… Read more
Dr Mark Hollyoake

CRM – 6 Steps for Success

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Mark Hollyoake examines what it means to build a successful CRM programme, in this publication you will learn how to make a compelling case for change, manage stakeholders effect… Read more