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Recent articles:
Best practice customer measurement
Nigel Bagley, October 2007
Many businesses pride themselves on measuring customer satisfaction and put significant time and resource into gathering feedback on their performance. But what do they actually do with the data? more...
The damaging business impact of disintegrated customer and stakeholder relationship management
Rob Brickle, August 2007
Big companies and organisations often suffer from disintegrated customer and stakeholder relationship management. The problem is that many don't know they've got it, everything feels fine, more...
The top 5 things to do to make your business more customer aligned
Nigel Bagley, April 2007
Customers are always feeding back about the little, and the big things that their suppliers could do to improve their partnership. If we were to build a league table of the most common issues, these would be our top 5 more...
Strategy first, CRM second, right or wrong?
Rob Brickle, February 2007
A friend of mine said to me recently that I keep going on about the need for organisations to have a proper Customer Management Strategy, rather than just implementing a CRM solution, which is fine but what do I really mean? more...
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