Tag Archive for: B2B Customer Management

The Golden Threads: Part 9 (of 12): Organisational Design

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

Digital Personalisation – The Revolution is upon us! Integrating online and offline interactions

In my last article I looked at how you plot the user journey. Recent Gartner research states 80% of CMOs are not ready for the next big step in digital experience management. Digit… Read more

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

12 Golden Threads of B2B Customer Experience Management

Peter Lavers evaluates the 12 crucial subject areas in B2B customer experience management. Based on real experience and backed up with industry leading benchmark data this… Read more