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. The primary focus of his client work today is in helping people in businesses think and work differently together and to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring s...
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business modelinnovationcustomer managementleadershipcustomer experiencecustomer strategycrmcustomer centric capability measurementmeasurementcustomer capabilitycustomer benefitconsumption chainbusiness of the futureentrepreneurialattribute mapframeworkcompetitionsystems thinkingemployee engagementemployee commitmentbrand experiencecustomer commitmentsuperior business performancevalue chaincustomer measurementline of sightcustomer behaviourbusiness model innovationcompetitive advantagecustomer centric capabilitycustomer centricitybusiness performancecorrelation between customer management capabilitycustomer relationship management
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