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Why Distributor Management Is The Same As Good Customer Management. Part 1 of 4

To celebrate the launch of our new Distributor Management Programme, Distributor Management Expert Mark Hollyoake unpicks some of the complexities of working with distributo… Read more
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12 Days of Xmas #11: My true love gave to me a £100,000 training budget to improve my team’s Customer Management capabilities!

On the 11th day of Christmas my true love gave to me a £100,000 training budget to improve my team’s Customer Management capabilities next year! I can imagine that many of us would be… Read more
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12 Days of Xmas #7: my COO said to me “How can our operations be more customer focused?”

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
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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?”

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

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

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
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Four key areas for developing a proposition for intermediated business

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

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

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