CRM Archives - Page 7 of 8 - Customer Attuned

12 Days of Xmas #9: My Directors said to me “we’re changing strategy”

December 21, 2015/in Business Capabilities /by Dr Mark Hollyoake

On the 9th day of Christmas my Directors said to me “we’re changing strategy” Remember the days when company boards set a strategy for three to five years and then stayed on to see it t… Read more

12 Days of Xmas #8: my boss asked me to set up a Key Account Management process and I don’t know where to start

December 18, 2015/in Sales and Account Management /by Alan Thompson

On the 8th day of Christmas I woke up in a panic as the big day was less than a week away and I still didn’t know what to buy my partner for Christmas; and at work my boss has asked me to set up… Read more

12 Days of Xmas #7: my COO said to me “How can our operations be more customer focused?”

December 17, 2015/in Business Capabilities /by Peter Lavers

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

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?”

December 16, 2015/in Business Capabilities /by Alan Thompson

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

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

December 15, 2015/in Business Capabilities /by Dr Mark Hollyoake

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

12 Days of Xmas #4: My contact centre manager said to me: We have to simplify our contact channels

December 14, 2015/in Business Capabilities /by Peter Lavers

On the 4th day of Christmas my contact centre manager said to me, “We have to simplify our contact channels” Many marketers complain about the unresponsiveness of customers, but… Read more

12 Days of Xmas #3: My largest customer said to me: we need to explore a more formalised relationship

December 11, 2015/in Business Capabilities /by Dr Mark Hollyoake

On the 3rd day of Christmas my largest customer said to me “we need to explore a more formalised relationship”. A call or note like this from a customer who provides a significant amo… Read more

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

December 10, 2015/in Customer Management /by Alan Thompson

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

12 Days of Xmas #1 “We need a customer focused organisational tree”

December 9, 2015/in Customer Management /by Peter Lavers

On the 1st day of Christmas my CEO said to me “We need a customer focused organisational tree”. OK – I know the 1st day of Christmas is the 25th (or 26th) of December, but I hope you’re do… Read more

The Golden Threads: Part 3 (of 12): Category Management

July 1, 2015/in Customer Management /by Peter Lavers

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

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