New member Philip Grant, based near Ludlow, has written a globally published business book “In Demand, In Command” that is now published worldwide by Austin Macauley [ISBN 9781788785396]. It is comprehensive and accessible business guide on how to digitally serve customers better, leaner, smarter.
The primary reason for Philip writing the book is that, despite the exponential growth of digital and mobile services, companies simply do not achieve their business potential when managing their customers. With over 35 years working with service provider organisations worldwide, Philip has found that many businesses of all shapes and sizes could, and should, be doing so much better at understanding and serving their public.
Additionally, independent research bears out the importance of this subject:
- Up to 80% of customer contact in some sectors came from broken processes or systems – Preventable contact resulting from significant repeated, wasted, duplicated or failure effort.
- 5% improvement in customer retention can increase profits by up to 85%, and up to 90% of revenue can be attained from the top 10% of a customer base
- Winning new customers can be up to 25 times more expensive than retaining existing customers.
- 44% of companies have already started a digital-first approach to operations and customer engagement, but only 7% of companies have fully implemented their digital transformations.
Although the book was written prior to the global pandemic, in an ever-evolving digital ‘virtual’ world, it’s topic and central themes are even more relevant to our times. Philip believes that if you really want to stay ahead of the game and be in command of an always connected world, you need to differentiate yourself in the market with a winning digital customer strategy.
YOU’RE IN DEMAND, BE IN COMMAND
Philip Grant is the MD of CM Leaders Ltd., an independent business management consultancy with extensive international client experience, specialising in customer management, organisational transformation, web analytics and digital optimisation. Philip is formerly Head of Customer Relations at BT and Director of Customer Operations at Arthur D Little.
07702 575439 / [email protected]