Publications

Adapting to New Normal Customer Behaviour – Read the Panel Summary Here

There is widespread agreement that the New Normal will look very different to the old normal, and to get through it's going to take leaders who champion new insight-led ways of customer engagement." Peter Lavers We were delighted to host…

Publications

Newszine July Issue 1 – Adapting to New Normal Customer Behaviour

Are you tired of hearing the words “unprecedented” and “disruption”? As I write, the news is full of the economic impacts of the Covid-19 pandemic on businesses and people. Whether we like it or not, there is now widespread agreement…

Distributor / Intermediary Management, Distributor Management, Distributor Management & Development, Publications

Managing Distributors as Partners

B2B Customer Management, Publications

Strategic Priorities of B2B Customer Management Research Report

This report details the findings of the International Research exercise undertaken by Customer Attuned with its partners during the summer of 2015. Those familiar with the Customer Attuned Assessment (CAA®) model will know that its sub-sections have been arranged to give twelve “golden threads” of critical business-to-business (B2B) capability across knowledge, strategy, planning, implementation & results

B2B Customer Management, Customer Attuned Assessment, Publications, Strategy, The Golden Threads

12 Golden Threads of B2B Customer Experience Management

Peter Lavers evaluates what are the 12 main subject areas in B2B customer experience management? Based on real experience and backed up with industry leading benchmark data this e-book is a must read for any B2B Customer Management expert, practitioner or learner.

Digital, Digital Strategy, Publications

Are you ready for the Digital Personalisation Revolution

Brining the Amazon experience to customers was once only in the grasp of big business, the technology is now available to the masses. Business can't ignore this paradigm shift any more. Ben Tresham examines how this can be integrated into digital strategies

Customer Experience Improvement, Publications

The Trust Ladder

The level of trust within your B2B customer base reveals how they view your company and determines the way they handle every transaction between you. This e-book explains how trust operates in B2B.

Business Requirements Definition, CRM Publications, CRM Readiness, Customer Management Systems, Publications

CRM – 6 Steps for Success

Mark Hollyoake examines what it means to build a successful CRM programme, in this publication you will learn how to make a compelling case for change, manage stakeholders effectively and identify what needs to be done, and when.

PUBLICATIONS