Trust Talk – “Trust as an element of Customer Development”
Trust is the buzzword of the moment in Business to Business, the new elixir that clinches contracts, opens doors and pushes up profits without requiring resources or investment;… Read more
Read our insights, blogs and articles on Organisational Performance by industry experts and academically acclaimed authors.
The Future and Challenges of Customer Experience
A little while ago a Helsinki-based customer feedback analytics company called Lumoa asked me to contribute to a blog series they were writing on the future of Customer Experienc… Read more
5 ways to increase support team productivity
Welcome to our new guest blogger Jason Grills, who specialises in customer service enhancement and productivity.
“Productivity is being able to do things that you were never abl… Read more
Communicating GDPR within your business
In another guest blog from our friend and associate Paul Laughlin, we turn our attention towards the looming General Data Protection Regulation (GDPR) reforms of data protecti… Read more
Marketing and CRM without Analytics are Nothing
Conversation with Kadir Dindar, Head of Global Practice Customer Intelligence, SAS
I met Kadir at the SAS Analytics Experience conference in Amsterdam and had a great chat with h… Read more
Customer Data: The New Marketing Battleground
I believe that the Marketing and CRM disciplines are experiencing their most exciting period in history – certainly since my first involvement with them (over three decades)! Wh… Read more
‘TRUST’ – THE PARTNERSHIP GLUE
How strong is the relationship with your most important customer? Over the last 15 years we have been researching and exploring trust as an indicator of partnership strength.
Whe… Read more
Two of the Most Common Mistakes Companies Make in Customer Experience
CXM the Customer Experience Magazine has recently published an article by one of our Customer Attuned Directors, Peter Lavers. In the article, Peter shares his experience from o… Read more
Finding the right answers to your $64,000 questions
So, back with the theme of the original TV series, who wants to win the prize? And here we are with three fabulous questions – where is my significant growth going to come from? Who in m… Read more
Developing People to Deliver Change
The Hornby Hobbies Story so far …
We have been on an incredible journey with the Sales teams from Hornby Hobbies over the last six months. The start point saw a team with pressure on al… Read more
building a culture of customer centricity based on B2B Trust
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