Customer Journey Mapping Archives

Blog, CRM, Customer Centricity, Customer Experience Improvement, Customer Information Planning, Customer Journey Mapping, Customer Management, Customer Management Systems, Customer Relationship Strategy, Customer Value Management, Customer Value Segmentation, Digital, Leadership, Marketing, News, Retail, Strategy

Truth Loyalty Webinar with Peter Lavers

Peter Lavers recently took part in this webinar with Amanda Cromhout, CEO of South Africa’s leading loyalty programme experts, Truth. It was a wide-ranging discussion co… Read more

July 7, 2021/by Peter Lavers

B2B Customer Management, Blog, CRM, Customer Centricity, Customer Experience Improvement, Customer Journey Mapping, Customer Management, Customer Relationship Strategy, Strategy

Are there any good reasons for delaying a CX listening or improvement programme?

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “l… Read more

December 1, 2020/by Peter Lavers

CRM, Customer Centricity, Customer Experience Improvement, Customer Journey Mapping, Customer Management, Customer Relationship Strategy, Leadership, Marketing, News

Panviva’s Top CX Influencers

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that Customer Attuned’s co-founder Peter Lavers has act… Read more

November 20, 2019/by Ellie Luk

B2B Trust, Blog, CRM, CRQ Assessment, CRQ NPS, Customer Centricity, Customer Experience Improvement, Customer Journey Mapping, Customer Management, Customer Management Systems, Customer Proposition Development, Customer Relationship Strategy, Customer Value Management, News, Planning, Relationship Quality, Trust

What Will Your Customer Relationship Quality Be In 2019?

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your custom… Read more

January 11, 2019/by Peter Lavers

Customer Centricity, Customer Experience Improvement, Customer Journey Mapping, Customer Management, Customer Relationship Strategy, News

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

February 6, 2018/by Peter Lavers

Blog, CRM, Customer Experience Improvement, Customer Information Planning, Customer Journey Mapping, Customer Management Systems, Digital, Digital Strategy, News, Operations

Peter Lavers featured in Dimension Data blog on Location-based Services

Location-based services (LBS) enable smartphone apps to supply the end user with geo-specific information and marketing content that is real-time and relevant to their exact… Read more

December 7, 2017/by Peter Lavers

B2B Trust, Blog, CRQ Assessment, Customer Attuned Assessment, Customer Centricity, Customer Experience Improvement, Customer Information Planning, Customer Journey Mapping, Digital Strategy, Key Account Management, Trust

Credit Crunch 10 Years On – 4 Seismic Changes in B2B Customer Management

It’s hard to believe that the Credit Crunch hit the global economy a whole decade ago! Readers in their mid-thirties and under may not have experienced anything in their professio… Read more

November 22, 2017/by Peter Lavers

Blog, Customer Centricity, Customer Experience Improvement, Customer Journey Mapping, Customer Management, Customer Relationship Strategy, Moments of Truth, News, Planning

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

July 4, 2017/by Alan Thompson

Blog, CRM, CRM Publications, CRQ Assessment, Customer Attuned Assessment, Customer Experience Improvement, Customer Information Planning, Customer Journey Mapping, Customer Management Due Diligence & Evaluation, Customer Proposition Development, Customer Relationship Strategy, Event Speakers, News, Relationship Quality

Customer Attuned Director recognised as one of 20 leading CRM experts

Customer Attuned were very pleased to see that one of their founding Directors, Peter Lavers, was included on the list of one of the top 20 global CRM experts to follow on Twitter rec… Read more

June 15, 2017/by Alan Thompson

Blog, Business Case Development, CRQ Assessment, CRQ NPS, Customer Attuned Assessment, Customer Experience Improvement, Customer Journey Mapping, Customer Management, Customer Proposition Development, Customer Relationship Strategy, Insight Based Selling, People Capabilities, Relationship Quality, Sales Capability Development, Sales Development

How many times have you heard someone say – “here is your $64,000 question?” And how many times have you failed to have the right answer?

If it was easy, the original TV series would never have existed; so, we all know it is difficult to find the answers to some really challenging questions, such as “where will I get my n… Read more

June 12, 2017/by Gary Lunt