Customer Plan – Just the Numbers
When asking for the customer plans, I am constantly amazed when all I’m shown is an excel spreadsheet of forecast numbers, supported by a three month deal promo plan. Sounds famili… Read more
Tag Archive for: Customer Information Planning
The Great Debate (7) – Analytics & Insight
Analytics & Insight was the subject for the day for the seventh Great Debate held at Cambridge Cottage in Kew Gardens. On the day, four industry experts brought their perspect… 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 1 (of 12): Target Markets & Sectors
The Customer Attuned Assessment (CAA®) has quickly established itself as the leading customer management (CM) capability assessment that is 100% focused on B2B companies.
Bas… Read more
The Great Debate (6) – Customer Centricity Masterclass
“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
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
How do I know how much my business is trusted?
Some time ago I was working with a B2B insurance company that did all its business through brokers. They were bemoaning the fact that they were not getting improved “net prom… Read more
Rehabilitating the word ‘equitable’ in B2B customer relationships
In the history of the UK’s financial services industry the name The Equitable Life still stands out in infamy as a company whose public failure in 2000 had drastic consequen… Read more
The Trust Factor in B2B Client Relationship Management
Trust an oft-quoted word related to many elements of the B2B relationship. Significant bodies of research point to its importance, yet skirt around it. We think it’s a core pillar… Read more
The Great Debate (3) – What B2B and B2C can learn from each other?
Our June Customer Management Great Debate was held at the glorious Queen’s House in Greenwich, London, followed by a guided tour of the inspirational Cutty Sark, the world’s most… Read more
building a culture of customer centricity based on B2B Trust
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