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2009/08/03 - Success in Sight
Customer management is one of the only real areas of sustainable competitive advantage available to businesses today. That's according to Doug Leather of REAP Consulting, which specialises in customer management assessment and optimisation. It's a true enough statement, yet the majority of businesses fail dismally when it comes to making use of the competitive advantage that proper customer management can afford them.
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2009/06/01 - CRM software or shelfware: it's your choice
Customer relationship management (CRM) plays a major role in enabling companies to achieve the goals set out by management. While a chief goal of senior executives is to maximise shareholder value, pressure from shareholders for short-term results often takes precedence over developing the required long-term cutomer capabilities that form the basis of lasting and fruitful customer relationships.
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2009/05/25 - Firms are failing the customer delivery test
In this time of economic turmoil, companies must focus more than ever on the customer and on their overarching customer management strategy. Customer retention and growth in market share are paramount. Businesses need to think carefully about what they are doing to retain customers and ensure they are relevant to customer needs and expectations.
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2007/10/02 - Creating and Managing a Distinctive Customer Experience
In a market characterised by mounting commoditisation, the most effective way to achieve sustainable competitive advantage is by way of competent customer management. At the heart of this is the ability to create and deliver a distinctive customer experience.
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2007/09/17 - Measuring and using customer value in business strategy
Acquiring an understanding of customer value is by no means straightforward, but organisations that have taken the time and effort to do so, profess its worth. Unlike product value, which allows you to look at customers in terms of profitability in the short term only, understanding customer value provides insights into longer-term profitability.
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2007/07/12 - Managing the customer experience to build loyalty
Quality and price are no longer the great differentiators in the global marketplace; it’s the customer experience that really matters. Essentially, customer experience is a blend of a company’s physical performance and the emotions evoked, measured against their expectations across all brand interactions. It is everything a customer sees, hears, feels, touches and does when interacting with an organisation.
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2007/06/18 - A Committed Workforce Boosts Customer Retention
An organisation’s ability to deliver consistent value begins and ends with the way its employees are trained, nurtured and led. Committed employees are crucial to the delivery of a consistently superior customer experience, without which the brand is an empty promise. But employee commitment doesn’t just happen; it has to be encouraged and developed, and is reflected in an employee’s attitudes and behaviours.
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2007/05/21 - Creating a Customer Centric Culture and Building Employee Loyalty to Increase Retention
Leading organisations recognise that the success of their brands relies heavily on their people. This view is borne out by the CEOs of top companies who acknowledge the role of employees in promoting customer satisfaction, commitment and retention.
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2007/04/23 - Where Companies Can Create and Destroy Value
Enhancing customer value is critical for most organisations. However in order to achieve this companies need to closely examine their Customer Management (CM) strategies and evaluate carefully where they are creating value as opposed to erroneously destroying it.
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2007/04/23 - Linking Customer Strategy to Brand Strategy
Customer strategy has become a business imperative for companies wanting to remain at the top of the heap. It is inextricably linked with brand strategy and is essential for delivering both an appropriate and a unique customer experience.
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