helping you master customer insight leadership

How are you navigating the leadership pipeline?

leadership pipeline

It’s unusual for me to recommend a book that I don’t consider that well written, but Leadership Pipeline is such a book. The reason for my recommendation is this book effectively covers a key challenge for leaders & organisations. It also introduces a really useful model and set of tools. My criticism is only the writing style. Perhaps I’ve spent too many years enjoying well crafted prose in fiction but.. Read More

Poll: What do you see?

To provide a research basis for the content included in this blog, I am asking all customer insight leaders who visit this site to complete the short survey below. Knowing the scope of your roles and your views as to the true breadth of ‘customer insight’ will enable me to ensure that I balance the content published here to better suit your interests. I will of course share the results,.. Read More

Event: Forrester Customer Insights Council 2014

In May 2014, I attended this council run by Forrester Research. For those not familiar with Forrester they are one of the biggest global research firms providing independent advice on technology and suppliers (another being Gartner). Unlike Gartner, I have always found Forrester to be more open to focussing on business decision makers and the technology needs of Marketing, Operations and Insight leaders. Gartner has some very able thinkers (including Ed Thompson.. Read More

Poll: Which breed of CI leader are you?

If you watch the actions and listen to the language used by most CEOs, especially where they choose to focus their time, you can often guess their background. What I mean is their functional leadership background, whether that be finance, marketing, operations, sales, etc. This, of course, is only natural and probably reveals their area of greatest interest or where they feel most comfortable. As a leader we can all have the.. Read More

Segmentation

Segmentation is one of those customer insight and marketing terms which divide opinion. Leaders have their favourite approaches. Boards can be ardent fans of the need for a segmentation, or complete unbelievers in what is perceived as marketing “spin“. One of the reasons for this appears to be, the mixed fortunes of implementing segmentations. Some companies extol real benefits, and focus that have come as a result, whilst others bemoan.. Read More

Which roles make up today’s hybrid Customer Insight Leader?

hybrid customer insight leader

I was struck by this graphic published by Visually that was trending on Twitter a couple of days ago. Although about marketers, it set me pondering about today’s hybrid Customer Insight leader. Apart from being an eye catching infographic and ringing true as to the challenge for modern marketers, it prompts an equal or bigger challenge for insight leaders. Over the years this role has evolved into one requiring CI leaders to have.. Read More