Library of Articles

Where would you like to start?

Use our search facility, otherwise our articles divide into four subjects:

Customer Focus

Customer Value Management, Customer Journey Mapping (CJM), customer complaints etc.

Corporate and Organisational Focus

Linking feedback to corporate strategy, maximising Account Management, what do Board members need to know?

Metrics and Tools Focus

Loss reviews, Big data in B2B, DIY online surveys, Net Promoter Score, Benchmarking.

Employee Focus

Linking customer experiences and employee rewards, defining a Customer Champion.

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