Key Account Management – First Principles

When we wrote Customer at the Heart, my co-author Peter Whitelaw and I interviewed a number of senior executives in large international companies. Some were CEOs; others were Sales Directors; many were CX Directors or Chief Customer Officers. To be honest, the really fun part of writing the book was the interview process. Assembling all […]

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The Importance of Iteration in B2B Customer Centricity

GUEST BLOG FROM PETER WHITELAW, AUSTRALIAN BUSINESS CONSULTANT AND CO-AUTHOR OF CUSTOMER AT THE HEART   Wash, Rinse, Repeat If you conduct a customer survey only once, you capture a single ‘snapshot’ in time. That snapshot will usually give you valuable information including customer concerns that deserve remedial actions. BUT you: 1. Will never know […]

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Your Feedback on our Performance

Cobbler’s Children There’s an old saying that “the cobbler’s children are the worst shod”. In the past that definitely applied to Deep-Insight. We advise clients like Atos, BT and Serco to build customer centricity through: – Annual strategic assessment of all clients – Clear plan for choosing the right contacts and getting them to commit […]

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What Do I do with my Ambassadors?

Some time ago, we posted a blog called Help! What do I do with my Stalkers and Opponents? It was about the actions that account teams need to take with clients with whom they have very poor relationships. This blog is about the accounts with the best, strongest and deepest relationships. These are called Ambassadors. […]

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Holistays and Staycations

Interested in a Free Book for your Summer Holistays? Of course you are! For those of us in the northern hemisphere, the days are getting longer and temperatures are becoming respectable again. Conversations are drifting towards the topic of summer holidays. Sitting on the beach; chilling out; reading a book. But which one? Or which […]

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