Doug Leather
Doug Leather
Doug is a leading expert in Customer Management working globally with large blue-chip organisations. He is best described as a Customer Management Evangelist/Activist as a result of his broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. He is a Wharton Business School Alumnus.
Customer Strategy Infographic
It goes without saying that if your organisation pledges to become more customer-centric, you need to innovate your business model through a customer-centric lens....
Customer Experience, Systems Thinking, Analytical Thinking & Organisational Design.
To be customer-centric requires business capability to design and to consistently deliver a unique and distinctive customer experience to a selected set of customers...
CMO’s Investment Priorities 2014 – I’m shocked
I downloaded an infographic http://bit.ly/1jtr5l3 this morning from Customer Management Exchange Group that shows the Top 5 Areas of Investment for Marketing Leaders and how...
What leads to un-economic Customer Experience investments?
It’s extraordinarily easy to make uneconomic investments in customer experience – much of the time and money ‘invested’ is wasted because organisations fail to...
Customer Centricity = Sustainability = Customer Centricity = Superior Business Performance
In a recently published article (MIT Sloan Management Review – How to Become a Sustainable Company)the authors point to a study that supports the...
Customer-Centric Transformation a no-brainer: Check out why!
I’m guilty! I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about...
A blended set of measures are critical for customer-centric operationalization
What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the...
The Challenges of Implementing Customer-Centric Strategy – What creates the problem?
Let’s face it. There is very little new about the concept of customer-centricity. There is however, plenty of room for improvement in both strategy...
Customer-Centricity = Blue Ocean Strategy
I’ve long been a supporter of ‘Blue Ocean Strategy’ thinking. I’m also a firm believer that the greatest opportunities for business today lie with...
Customer-Centric Transformation: What Good Looks Like – Penetration – Managing High Value Customers – Part 14c of 14c
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Penetration – Increasing Customer Value – Part 14b of 14c
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Penetration – Understanding Customer Value – Part 14a of 14c
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Acquisition – Setting Up & Activating – Part 13e of 14
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Acquisition – Converting Sales – Part 13d of 14
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Acquisition – Managing Interest – Part 13c of 14
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Acquisition – Identifying New Prospects – Part 13b of 14
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Efficiency – Controlling Costs – Part 12b of 14
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer-Centric Transformation: What Good Looks Like – Efficiency – Calculating & Allocating Costs – Part 12a of 14
Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest...
Customer Management Trends and what is important in 2014
It's that time of the year again when we take out the crystal ball to help us understand the evolving customer management transformation journey....