Pretty much every one I meet aims to provide great service to clients. However, one area where most businesses could improve is how they communicate with clients.
Articles, thought-pieces, tips, lists, ideas, checklists. Lots of content to help you think differently about innovation and marketing or support you in your job. Help yourself. Dig in.
How would you know you're delighting your clients? Of course, there's client feedback. But if you don't or can't get that, how else could you tell?
The need to measure a return on investment has come into much sharper focus. So how do you measure ‘success’, in the context of marketing and business development?
If your business is going through a merger, there are a myriad of marketing and BD things to consider. So what are they? And how can you make sure you're getting them right?
What it takes to be a good key account manager will very for each business. But, in order to make sure you have the right people in the role and can identify what training or development they need, it's worth taking a step back and considering what the job entails.
A recent experience over the phone with a well-known airline made me wonder about whether they were measuring the right things.
A survey conducted by Accenture of 519 organisations from 12 industry sectors, between 2009–2012, found increased levels of risk-aversion and product line extensions, as opposed to breakthrough thinking. This was despite a high commitment to and increased investment in innovation. Why was this?
As many of you will know, improving client service and implementing really good client relationship management can take a long time – years even – not least because it’s a cultural and mindset change as much as it is about setting up the right processes.