Customer Relationship Strategy Archives - Page 6 of 7

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 7 (of 12): Relationship & Value Building (Farming)

July 7, 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 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

Digital Personalisation – The Revolution is upon us! Integrating online and offline interactions

July 2, 2015/in Business Capabilities /by Benjamin Tresham

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

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

How effective customer management can add value to your customers

May 1, 2015/in Customer Management /by Merlin Stone

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

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

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

April 29, 2015/in Customer Management /by Peter Lavers

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

April 29, 2015/in Customer Management /by Peter Lavers

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

Tag Archive for: Customer Relationship Strategy