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 MOREExecutive accountabilities and KPIs
Good corporate governance covers a wide range of factors. One area that gets a lot of attention is in the setting of executive KPIs (key performance indicators) where the Board can hold the CEO to account. Perhaps this executive accountability needs a revamp. Moving away from negotiating executive KPIs to clearly knowing what performance is […]
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 […]
READ MOREThe New Manifesto for Sales
Today, the rules for sales and customer engagement have completely changed. We need a new manifesto for sales (or customer engagement) that ensures we attract and keep the right customers. Whilst at the same time, respecting how our interactions need to customer centric. Times have changed, our customers have changed. We need to completely […]
READ MORESocial Selling
Social selling is really nothing new, we are just using new tools. Like any form of customer engagement (formerly known as sales), we have to approach potential customers with the view of adding value and insight each at each step and every time. Last year I heard David Watson from LinkedIn speak on Social Selling […]
READ MOREThe Value of your Customer Portfolio
Taking a customer centric approach will significantly increase business value and profitability by actively creating a profitable customer portfolio. Product centric thinking leads us to think that value for the business comes from the revenue or fees created by products. However, the value actually comes from the people (customers) who make decisions. These […]
READ MOREHow keep your strategy fresh
Most organisations put a lot of effort into creating strategic plans only to find that during the year their plans have become shelf-ware or lost somewhere in the bottom drawer. There is a pragmatic approach that ensures your strategy will stay fresh. Common Mistakes with Strategy There are a few common mistakes we […]
READ MOREModern Selling. The World Has Changed: Have Businesses Kept Up?
Modern Selling, the world has changed but businesses have not kept up. Generally not anyway: customers have changed, what we know about customers has changed and yet most businesses are using sales techniques from the last century. Modern Selling. The World Has Changed: Have Businesses Kept Up? This was the title given to a lunchtime […]
READ MORECRM, the great misnomer
CRM or customer relationship management is often the system we use, but we need a strategy behind it. Often called strategic CRM, the customer strategy is often based on the premise that we can manage customer relationships, however today the customer is in charge. Customer relationship management is a misnomer. The idea that businesses can […]
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