Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

B2C 138

B2C B2B Customer centricity Analytics 138

C3Centricity

OCTOBER 22, 2018

Is that how your own customer care centre exchanges feel? How do we so easily forget that customer service is just two people connecting and engaging for mutual benefit? CEX #CRM #CustomerService Click To Tweet. Customer #CEX #CRM Click To Tweet. BigData #CEX #CRM Click To Tweet. Confirm that you know me.

Healthcare 81

Healthcare Customer Service Customer centricity CRM 81

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. It will be growing and growing.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. CEX #CRM #CustomerFirst Click To Tweet.

Big data 59

Big data Marketing B2C CRM 59

Natalie Petouhof

OCTOBER 7, 2015

In order to make that happen, especially in large organizations, someone has to have customer experience as their primary responsibility and also have the clout to improve it. This is not your grandpa’s CRM. The big question? Who should lead the entire customer experience? Falling Through The Cracks?

Marketing 61

Marketing Customer Experience CRM B2C 61