Neil Woodcock

Podcast: Data and Technology in Customer Management 2016-2020

Thanks to those of you who attended the Clustre* breakfast session on 30 November.  For those who didn’t make it, Neil Woodcock and Andy Green discussed headline findings from The Customer Framework’s major research programme entitled ‘Data and Technology in Customer Management 2016-2020’.  This large...

As your digital footprint grows, do corporate data protection attitudes need to change?

Europe is big on data privacy. Europe is trying to keep on top of data legislation but as we move towards, or rather deeper into the ‘internet of things’, the data on us is going to be increasingly personal, and opt in or...

Customer Experience Trends for 2015

Customer Experience is a board level item in most large organisations but sometimes the discussion becomes more about internal processes and systems than about the customer! We need to keep the customer firmly in focus and for this reason, I have based my top...

The uncomfortable CIO : CMO relationship

The uncomfortable  relationship between CIOs and CMOs has been much written about.  I came across the issue again yesterday at a Future Foundation brainstorming workshop. The issue? Gartner have stated that the CMO will have a larger IT budget than the CIO by 2017 but Accenture…

Customer Management: Do we really know how good we are?

"The way of a fool seems right to him, but a wise man listens to advice". There is a cautionary tale from this reference from Proverbs 12:15 for any business which wants to improve its way of working; how competent you think you are...

Real time, on demand places demands on functional alignment in businesses

Consumer expectations around all things digital are immense, especially amongst the digital elite(1). We expect to be able to immediately search for and find products, buy through one click ordering, know quickly if the train is late or if a delivery is on...

The path to purchase is changing in business to business (b2b) too

There has been much debate about how the path to purchase in business to consumer (b2c) marketing has changed the way consumers purchase. The easy access that consumers have to online reviews and testimonials, price comparison sites and a plethora of online brand information...

Humble Leadership is the Key to Customer-Centric Success: Inside Scoop with Neil Woodcock

CustomerThink Founder/CEO Bob Thompson interviews Neil Woodcock about the keys to success in customer-centric companies.   What's Different About a Customer-Centric Company? Understanding the Customer Path to Purchase Customer Experience and Engagement Burning Platform for Change Key to Success: Humble Leadership Role of Data and…

Customer Effort Score; part of your customer experience toolkit?

Customer Effort Score (CES) looks at customer experience from four perspectives of cognitive (thinking effort), emotional (emotional effort and distress), physical and time (taken versus expectations). The more effort a customer has to make in each of these areas, the more likely they won't...

What leading marketers are worrying about

Along with sponsors Clearcell and MarketPoint, The Customer Framework operates a group called Customer Horizons Executive whose 106 members are some of Europe's top customer management practitioners and experts. The group discusses all things new in customer management, particularly looking at the role...

Customer centricity – an internal and external view

Much has been written about the reasons why the locus of control in relationships between organisations and customers is moving firmly, but not completely, towards the customer. In increasingly global and commoditised markets, where there is increased competition and little difference in price...

Business performance measurement in customer centric companies

This is an extract from a longer article - please contact Vicky for the full article The conflicting perspectives of 'measuring business performance' We all think we know what "business performance" means, but we often disagree about its exact definition. This is because any business,...

The measurement of customer management ROI must evolve

We're lucky in that our SCHEMA Customer Management Benchmarking database allows us to formally analyse how large companies manage customers. One observation is that although customer management models are evolving, measurement approaches are not changing at the same pace and a step...

Consciously deploying social in your customer management strategy

In our earlier reports, Professor Merlin Stone and I explored some basic models of customer management, ranging from key account management, product marketing, relationship marketing through brand and service, to spot buying and even auctioning (traditional and online). However, these are...

The Importance of Consumer Engagement in FMCG

Research shows the relationship between consumer engagement and value to the brand is fundamental to understanding brand health. It shows that for almost all brands, leadership is achieved by winning emotional commitment (adorers) from a small % of the brand community, the high value...

Another definition of Social CRM, but this time from the customers’ perspective

As social media is all about customers, here’s our definition put in customer terms. SCRM is how we… Listen to what you and others have to say about our brands and service Help you engage with us, whenever you need to, wherever you are, in…

Get fit to cope with the demands of Leadership

I was reading a book the other day on leadership which caused me to reflect a little about what makes an effective leader. In their book The Leadership Code: 5 Rules to Lead By (Dave Ulrich, Norm Smallwood, and Kate Sweetman, 2009) the authors have...

Leadership in customer management

Customer management programmes can achieve all of these things with a visible return within 3 months if . In 2009 alone, our clients have identified practical ways of achieving up to 35% increases in revenue (6% market share increase); 28% reduction in costs; 12%...

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