Corporate and Organisational Focus

Welcome to the Corporate and Organisational Focus section

This area looks at the strategies that have a direct effect on a company’s bottom line.

So whether you’re looking for practical tips on improving cost-effectiveness or evolving into a customer-focused organisation, this is the place to be.

• Olympic customer journey
• Maximising account management through customer feedback
• Customer Journey Mapping
• Churchillian approach to competitive customer service
• Findings from the Customer Champions benchmarking survey
• How can your customer feedback drive your corporate strategy?
• Can you see the wood for the trees? Optimising customer feedback
  from multiple sources
• Price? Reliability? Service? Trust? Value? Which of these really matters to customers in increasingly competitive energy markets?
• The cost of customer complaints
• Forget the value of the customer to you, and think about your value to the customer
• Some you win, but some you lose – but why?
• Win / loss reviews
• Return on Marketing Investment (slashing marketing budgets is easy!)
• Customer Value Analysis – an overview
• Getting board members to listen to customers
• Cross-selling and up-selling – what are the key barriers?