Organisational Performance Archives - Page 11 of 14

12 Days of Xmas #7: my COO said to me “How can our operations be more customer focused?”

December 17, 2015/in Business Capabilities /by Peter Lavers

On the 7th day of Christmas my COO said to me “How can our operations be more customer focused?” It’s one thing to talk strategically about customer centricity in B2B but it’s anothe… Read more

12 Days of Xmas #6: My head of customer experience said to me “If Santa can map his journey to deliver on time then why can’t we?”

December 16, 2015/in Business Capabilities /by Alan Thompson

On the 6th day of Christmas my head of customer experience said to me, “If Santa can map his journey to deliver on time then why can’t we?” Well ok, that may be too difficult a task for us… Read more

12 Days of Xmas #5: I created Five Golden Rules for Distribution Management

December 15, 2015/in Business Capabilities /by Dr Mark Hollyoake

The 5th day of Christmas: Five Gold Rules (for Distributor Management) I realised that I was way behind in Distributor Management; I skipped all the maids, hens, lady’s leaping, d… Read more

12 Days of Xmas #4: My contact centre manager said to me: We have to simplify our contact channels

December 14, 2015/in Business Capabilities /by Peter Lavers

On the 4th day of Christmas my contact centre manager said to me, “We have to simplify our contact channels” Many marketers complain about the unresponsiveness of customers, but… Read more

12 Days of Xmas #3: My largest customer said to me: we need to explore a more formalised relationship

December 11, 2015/in Business Capabilities /by Dr Mark Hollyoake

On the 3rd day of Christmas my largest customer said to me “we need to explore a more formalised relationship”. A call or note like this from a customer who provides a significant amo… Read more

Four key areas for developing a proposition for intermediated business

December 7, 2015/in Business Capabilities /by Alan Thompson

Does your business rely heavily on an intermediary as part of the overall customer journey? If so, the process for developing a compelling proposition is more complex than simply… Read more

The Great Debate (7) – Analytics & Insight

October 29, 2015/in Business Capabilities /by Ellie Luk

Analytics & Insight was the subject for the day for the seventh Great Debate held at Cambridge Cottage in Kew Gardens. On the day, four industry experts brought their perspect… Read more

Trust Ladder Part 4: Trust, Interdependence & Equitability

July 30, 2015/in Embedded Trust /by Dr Mark Hollyoake

What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance? Our last blog focuse… Read more

Trust Ladder Part 3: Improving Performance

July 28, 2015/in Embedded Trust /by Dr Mark Hollyoake

What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance? Research from suppl… Read more

Trust Ladder Part 2: Cost Release, Efficiency and Effectiveness

July 23, 2015/in Embedded Trust /by Dr Mark Hollyoake

What are the common problems facing Customer Management organisations seeking to move up the Trust Ladder and how do they tackle them to improve performance? Our second blog focu… Read more