Background A lesson I learned from financial services is that there are certain types and groups of customers that add or detract value from the business. Some researchers call these various groups value destroyers or enhancers, it can be tricky to identify them. But often we find that the acquisition tactics focus on selling products […]
READ MOREThis top 10 will make your CX and CRM efforts more successful
This top ten list has been fully tested, tried and proven. If you are looking for a checklist on how to ensure greater success for your Customer Experience (CX) and, or Customer Relationship Management (CRM) projects, you need to take these must do’s seriously. The Backstory A few years ago I embarked on a […]
READ MOREThe Balance of Sales Leadership
There is a balance that is required for sales leadership. And this balance requires ongoing adjustment for sales leaders. Lots of things have changed in the last 10 or so years. But most importantly our customers have changed how they behave and employees have changed how they feel about their work. For sales leaders […]
READ MOREOur Customers Have Changed
In the last 10-to-15 years our customers have completely changed how they behave. This isn’t just about the digital revolution or the proliferation of apps. This is about how the behaviour of customers has changed. The What and How of Changed Customer Behaviour Customers have changed how they buy. A huge portion of customer […]
READ MOREFocus on Results – Leadership
Focus on Results is a Leadership imperative. All too often today we are inundated with too many KPIs and priorities that the key things we must get right and done are lost. This is a call for leaders to focus on the results the organisation has to make progress towards, and then allow the people […]
READ MOREThe WHY of Performance Measurement
Your why of performance measurement has a massive impact on the development of your culture. Start With Why In Simon Sinek’s Golden Circle from his TED talk and book Start With Why, he claims that most organisations know what they do, they sell products or services to people. Some know how they do what they […]
READ MORELeadership Perspective
We know that the focus and culture of the organisation is created from the attitude, beliefs and assumptions of the leaders. These views and opinions become manifest in their words, actions and deeds which everyone else in the business look to for direction, inspiration and meaning. The underlying leadership perspective has a profound impact on […]
READ MORENet Promoter Score (NPS)
Net promoter score, or NPS, is very popular for many organisations. NPS goes beyond the passive feeling of ‘satisfaction’ to predicting customer behaviour. Importantly, whether customers will be an advocate for what you do, to their friends, family and colleagues. In this age customers rely far more on the opinions of their network than advertising. […]
READ MORECustomer lifetime value (CLV)
Customer Lifetime Value, (CLV) is a key measure for understanding the value of customer groups. Best not used as an overall value for your customer portfolio, but as a tool to understand where the value is different from one customer group to another. When we know the value from each customer group, the combination […]
READ MOREWhy your business needs a customer strategy
The customer centric approach to business has been proven by extensive research over the last couple of decades (by the likes of Harvard, Forrester and others). What underpins this level of success with customer centricity is that the organisation have a solid customer strategy. That everyone in your organisation understands. The Three Key Reasons for […]
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