New Infographic: Challenges facing the Auto Industry
The automotive sector is facing massive changes in the next 10 years.
How will this affect your customer management?
Download the infographic in pdf
… Read more
Tag Archive for: Customer Relationship Strategy
12 Days of Xmas #1 “We need a customer focused organisational tree”
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 7 (of 12): Relationship & Value Building (Farming)
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 5 (of 12): Hunting New Business
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 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 effective customer management can add value to your customers
How effective customer management can add value to your customers while improving your bottom line
By Mark Hollyoake and Professor Merlin Stone
Luvata supplies components and m… Read more
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
building a culture of customer centricity based on B2B Trust
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