Customer Relationship Strategy Archives

B2B Trust, Blog, Building Trust into your Customer Plans, Customer Relationship Strategy, Interdependence, Joint Business Planning, Key Account Management, Leadership, Strategy, Trust

Unpacking the B2B Trust DNA™ Model

Trust is a key dynamic in business to business (B2B) relationship success. It is often quoted and referenced, yet little understood. It has taken me over five years of academic doc… Read more

July 1, 2020/by Dr Mark Hollyoake

Blog, Business Case Development, Change Management, CRM, Customer Centricity, Customer Experience Improvement, Customer Management, Customer Relationship Strategy, Customer Value Management, Digital, Digital Strategy, Distributor / Intermediary Management, People Capabilities, Sales Capability Development

Not making your targets? Don’t despair!

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are… Read more

May 11, 2020/by Peter Lavers

Blog, CRM, Customer Centricity, Customer Experience Improvement, Customer Management, Customer Relationship Strategy, Marketing, Retail, Strategy

Consumer Loyalty 2030

Drivers of loyalty are also drivers of profitable business I’ve recently been reading the SAS / Futurum “Experience 2030” report, and its question regarding what will drive cust… Read more

January 13, 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, Building Trust into your Customer Plans, Customer Centricity, Customer Relationship Strategy, Trust, Uncategorized

Trusted Relationships = Consistently Good Service

At Deep-Insight, I spend a lot of my time trying to help our clients figure out how to build strong trusted relationships with their B2B (Business-to-Business) customers. Trust i… Read more

June 6, 2019/by John O'Connor

CRQ Assessment, CRQ NPS, Customer Experience Improvement, Customer Proposition Development, Customer Relationship Strategy, Relationship Quality, Uncategorized

Our Biggest Customer is a Bully. Help!

I was recently reminded of an interesting past edition of Management Today — it included an article about bullying. No, not online bullying or workplace bullying, but B2Bully… Read more

May 28, 2019/by John O'Connor

B2B Customer Management, B2B Trust, Building Trust into your Customer Plans, Customer Experience Improvement, Customer Relationship Strategy, Relationship Quality, Trust

Why are Trust and Commitment so Important in B2B?

“Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioners h… Read more

May 23, 2019/by John O'Connor

B2B Customer Management, CRQ Assessment, CRQ NPS, Customer Experience Improvement, Customer Relationship Strategy, Relationship Quality

Satisfaction or ‘Statisfaction’?

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 got me th… Read more

May 20, 2019/by Peter Lavers

B2B Customer Management, B2B Trust, Customer Management, Customer Relationship Strategy, Self Development, Strategy, Trust

Don’t Neglect the Political Dimension of Applying Analytics or Insight

To complement recent advice from our guest bloggers, let’s consider the political dimension of applying analytics in business. Annette & Peter have shared useful tips on ap… Read more

May 17, 2019/by Paul Laughlin

CRQ Assessment, CRQ NPS, Customer Experience Improvement, Customer Relationship Strategy, People Capabilities, Planning, Relationship Quality, Sales Development

Susan And Bill Have Relationship Problems – Episode 3

The Susan & Bill Trilogy The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excu… Read more

May 2, 2019/by John O'Connor