Beyond the obvious sales and profits, customers can offer tremendous value and opportunity to your company’s strategy, growth and ongoing success. Learn from professional customer advocates what your business might be overlooking in this critical partnership.
Collaborating with Customers and Stakeholders
Turning Your Customers Into Your R&D Force – John Abele, Boston Scientific
The Benefit Of Engaging Stakeholders – Tod Arbogast, Dell, Inc.
Think Of Your Vendors As Customers – Matt Ferguson, CareerBuilder.com
Make Customers Part Of Your Development Process – Todd Flemming, Infrasafe
Involving Customers In The Change Process – Ken Freeman, KKR
Using Technology To Maximize Customer Feedback – Anton Langeler, O'Neill Europe
Building Trust With Your Customers – Brian Malloy, CHEP
Engage Key Stakeholders To Drive Industry Change – Brian Malloy, CHEP
Prevention Not Reaction – Brian Malloy, CHEP
Improving Service and Satisfaction
Refresh Account Teams To Ensure Innovation – Paula Barbary Shannon, Lionbridge Technologies, Inc
The Importance Of Global Account Managers – Paula Barbary Shannon, Lionbridge Technologies, Inc
A Coordinated Approach To Key Accounts – Jeb Dasteel, Oracle
Focus On Customer Retention After An Acquisition – Jeb Dasteel, Oracle
Customer Service Is Key For A New Business – Matt Ferguson, CareerBuilder.com
React Quickly To Changing Customer Needs – Dave Mabon, GENCO
Communicate Your Initial & Ongoing Value – Dave Mabon, GENCO
The Role Of The CCO – Dave Mabon, GENCO
Tie Employee Compensation To Customer Satisfaction – Dave Mabon, GENCO
Use Customer Feedback To Set Priorities – Brian Malloy, CHEP
Give Customer Strategy A Simple Framework – Barbara D. Stinnett, SumTotal Systems, Inc.
Create Policies To Ensure Good Things Happen – Rudy Vidal, inContact Inc.
Change The Culture By Changing The Environment – Rudy Vidal, inContact Inc.
Go Beyond Your Product To Solve Customer Challenges – Dan Wittner, RBM Technologies
Listening to Customers
Make It Your Business To Know Your Customers – Ray Anderson, Interface Inc.
Question Your Customers To Establish What They Need – Charles Brewer, DHL
Let Customers Know You Are Listening – Jeb Dasteel, Oracle
Your Customers Should Define Your Sales Strategy – Matt Ferguson, CareerBuilder.com
Inviting Customers To Your Board Meetings – Philip Kotler, Kellogg School of Management, Northwestern University
Use Customer Councils To Improve Customer Value – Barbara D. Stinnett, SumTotal Systems, Inc.
Create Customer Loyalty By Listening – Barbara D. Stinnett, SumTotal Systems, Inc.
Personalize The Customer's Perspective – Barbara D. Stinnett, SumTotal Systems, Inc.
Creating Calm In A Crisis – Barbara D. Stinnett, SumTotal Systems, Inc.
Asking Your Customers For Advice – William Ury, Global Negotiation Project
In Fast Moving Markets, Stay Close To Your Customer – Rudy Vidal, inContact Inc.
Setting Strategy Around Customer Needs – Dan Wittner, RBM Technologies
Increasing Business and Profit
Know When To Fire A Client – Susan Bari, Women's Business Enterprise National Council
Don't Change Your Culture - Embrace It – Jeb Dasteel, Oracle
Opportunities For Innovation Come From Knowing Your Client – George Fischer, CA, Inc.
Winning More Business Within Global Accounts – Colleen Honan, OneSource Information Services, Inc.
Adapt To Your Customer’s Buying Process – Colleen Honan, OneSource Information Services, Inc.
Focus On Your Biggest Clients – Mel Lagomasino, JPMorgan Private Bank
Enabling Your Customers In Their Buying Process – Heather Loisel, SAP AG
Trust Is The Key To Winning Business – Gill Rider, Cabinet Office, UK
Emotion Brings Loyalty – Rudy Vidal, inContact Inc.
Engage Your Customers To Grow Your Business – Dan Wittner, RBM Technologies
Adapt Your Pricing Model To Customer Challenges – Dan Wittner, RBM Technologies
Advocating for Customers
Crafting A Global Account Strategy – Paula Barbary Shannon, Lionbridge Technologies, Inc
Amplify The Voice Of Your Customer – Jeb Dasteel, Oracle
Setting The Tone For Customer Advocacy – Jeb Dasteel, Oracle
Building A Relationship With Your Customers – Michael Dell, Dell, Inc.
The Team Dynamic On A Global Account – Colleen Honan, OneSource Information Services, Inc.
Someone To Own The Customer Experience – Barbara D. Stinnett, SumTotal Systems, Inc.
Measuring The Effectiveness Of The CCO Role – Barbara D. Stinnett, SumTotal Systems, Inc.
Grant CCO's Authority To Set Policy – Rudy Vidal, inContact Inc.
Do What It Takes To Keep Your Customer – Rudy Vidal, inContact Inc.
