Dr Emma Macdonald and Professor Hugh Wilson have been working with a number of leading companies over the past two years on a new research tool ‘real-time experience tracking’ (RET) that helps companies to better understand the needs of their customers. The research has been published in the September 2012 issue of the Harvard Business Review.

Better Customer Insight in Real Time

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This research explores what it is that good sales people do in sales meetings and how that differs from what happens in unsuccessful sales meetings.

Sales Behaviour Links to Sales Success

Graham Clark on the simple equation; good customer service equals good business.

Customer Focus - Making it Happen

Imagine you had the opportunity to teach your marketing module from within the marketing department of a top company?

This third edition of Marketing maintains the fresh and practice- focused approach for which it has become so popular, and continues to provide students with a truly unique insight into the fascinating world of a marketing practitioner through informative and engaging bespoke video interviews with those in the industry.

Professor Paul Baines on Marketing

Mark Stanton, Key Account Director at Trend Control Systems explains how the organisation is developing its brand to supply products, service and support to end users as joint propositions with channel partners. Whilst specifications and service contracts are developed in conjunction with partners to create pull for product and value for all concerned, Trend Control System’s Key Account Management team ensure that key account customers get the service, delivery and products that are required in a manner best suited to the customer. Part of the KAM Best Practice Club Speaker Series: http://bit.ly/jmIcia

Managing Channels for Key Accounts

Martin Snell, Global Channel Business Manager at BP talks about Castrol Lubricants’ 10 year plan which focuses on their route to market via select distributors and strategic relationships with original equipment manufacturers across the globe. Insights from these Key Accounts provide their business with crucial information required for more robust decision-making and high-growth. Part of the KAM Best Practice Club Speaker Series: http://bit.ly/jmIcia

Better Customer Insight in Real Time

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