Tag Archive for: Strategy

Alan Thompson

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

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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
Peter Lavers

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

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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
Peter Lavers

Top 5 Strategic Priorities of B2B Customer Management in 2016

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Being “Customer Attuned” is all about building better B2B customer relationships based on trust, working together for mutual commercial benefit. We carried out an internatio… Read more
Peter Lavers

The Golden Threads: Part 9 (of 12): Organisational Design

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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
Benjamin Tresham

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

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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
Peter Lavers

The Golden Threads: Part 4 (of 12): Channel Management

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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
Peter Lavers

12 Golden Threads of B2B Customer Experience Management

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Peter Lavers evaluates the 12 crucial subject areas in B2B customer experience management. Based on real experience and backed up with industry leading benchmark data this… Read more