CRM steps for success – Part 2 of 7
In my last article I explored some of the drivers and needs for a good CRM implementation and the 6 vital steps needed to implement a successful CRM programme. Today we are going to lo… Read more
Tag Archive for: Building Your Capability & Competency Framework
12 Critical Components of Great B2B Customer Strategy – Part 3
The final post of three in which Customer Experience expert Peter Lavers shares his thoughts on what makes a great B2B Customer Strategy.
In my two blogs on this subject I hav… Read more
12 Critical Components of Customer Strategy – Part 2
Continuing his exploration of B2B Customer Strategy, Peter Lavers writes:
In the first blog on this subject I covered the four “What are we trying to achieve?” components of great… Read more
12 Critical Components of Great B2B Customer Strategy – Part 1
Top CX Influencer, Peter Lavers, shares his expertise on B2B Customer Strategy in this the first of three posts.
In my c.100 customer management capability assessments in all typ… Read more
CRM Steps for Success – Plotting the Journey Part 4 of 7
People remember how they feel, not how well they were processed
Developing a customer-centric organisation is the Holy Grail for most businesses. But the road is too often… Read more
CRM Steps for Success – What’s in it for me? Part 6 of 7
Human beings can be altruistic but the primary concern is usually, ‘what’s in it for me?’ That’s why it is important to take time to develop system funct… Read more
Improving Customer Planning through greater Attunement
We work with many companies across many sectors – food, pharma, industrials, domestic electronics, financial services and others – and assist them with such disciplines as Stra… Read more
CRM Steps for Success – Making the case for change – Part 3 of 7
Making a powerful case for change will mean your CRM project will get off the ground, it’s easier said than done and there are many steps to consider. What most of the change manageme… Read more
CRM Steps for success – Part 1 of 7
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According to a recent survey by IBM Global Services, 85% of companies are not feeling fully successful with CRM. The remedies having the greatest impac… Read more
The Great Debate (5) – Building Trust
Trust is the willingness to be vulnerable based upon positive expectations about another’s intentions or behaviours.
– Rousseau et al
Trust is one of the fundamental comp… Read more
building a culture of customer centricity based on B2B Trust
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