Customer Advisory Boards are terrific tools to tap the rich source of customer insights. But, getting that customer insight and really hearing and understanding it in the context it is intended—versus the context in which you may wish to hear »
President & Founder
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
If your advisory board is struggling—or you’re just getting started and want to avoid the most common pitfall—consider carefully:
Is the person in the facilitator’s chair really ready to…facilitate? We share some of the common downfalls of board leaders and facilitators—and a checklist of characteristics that strong leaders share.
“Some say you are what you measure… but we seem to get results from what we celebrate.” This was a statement made by a CEO of a very large, publicly traded company—not really what I expected. ‘You get what you »
“Getting closer to the customer” is an all-too common goal of companies. And while the refrain has a nice ring to it, enabling a strategy to deliver on that promise is not trivial. After all, we know that customers have »
Findings from a recent McKinsey report show that CEOs are placing the customer and customer-centric programs at the core of their strategies. While this may seem intuitive, enabling a customer-centric approach is a significant challenge, particularly for well established companies that »
OmniChannel – a term that retailers have been using for several years – has come into vogue with B2B marketers in 2014 and may well replace Big Data as the buzzword of the year. Whether you like the term or »
Heather Higgins , Global Marketing Leader, Strategy & Analytics, IBM and I spoke last week at an ITSMA event on the importance of customer engagement strategies. We shared examples of how IBM is building a very deliberate customer engagement approach targeted »
Customer advisory boards require leadership from your strategy team to be successful. Here are some tips on how to gain the executive sponsorship you need to ensure success.
Customer Journey Mapping continues to grow in popularity among marketers and those responsible for improving the client experience for their companies. But moving from the customer journey map to the execution of a customer experience program can be challenging to »
Customer experience strategies are increasingly important to B2B companies looking to elevate their offerings and solutions beyond the competition. The stakes are high as B2B leaders are vying for significant revenue for every renewal, win or up sale in an »