Customer Experience Improvement Archives - Page 7 of 8

12 Days of Xmas #12: my key account said to me “you can sharpen terms on the doves and pear trees”

December 24, 2015/in Sales and Account Management /by Dr Mark Hollyoake

On the 12th day of Christmas my key account said to me “you can sharpen terms on the doves and pear trees”. When a lot of your business is controlled or dependent on a few large accounts… 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 #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 5 (of 12): Hunting New Business

July 3, 2015/in Business Capabilities /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

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

The Great Debate (6) – Customer Centricity Masterclass

June 24, 2015/in Customer Centricity /by Ellie Luk

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience” Doug Leather Over 6… Read more

The key characteristics of high performing Customer Management organisations on the Trust Ladder

May 18, 2015/in Customer Management /by Dr Mark Hollyoake

Data from our B2B assessments show marked differences between organisations at the top and bottom of the Trust Ladder. We highlight key characteristics of top performers. KNOWL… Read more

Satisfaction or ‘Statisfaction’?

May 1, 2015/in Business Capabilities /by Peter Lavers

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 g… Read more

The Trust Ladder

April 22, 2015/in Publications /by Dr Mark Hollyoake

Occupying the same market as your suppliers with transactional relationships? This is a challenge for any business, learn how to manage co-existence in this e-book. The Trust La… Read more

How Equitable are your Broker and Intermediary Relationships?

April 1, 2015/in Customer Management /by Alan Thompson

BROKERS AND INTERMEDIARIES “DEPENDENT or INTERDEPENDENT” How Equitable are your Relationships? The role of the broker / intermediary / agent within the financia… Read more

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