IMI Blog



Forget Being a Preferred Supplier

Most suppliers are dispensable. This is because it is not the seller’s competitive advantage that matters, but their ability to impact on the success of the customer’s business. The seller’s ultimate goal in respect of key accounts is to become Read More…


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Can HR add value to the Customer Experience?

The customer experience (CX) has become the new corporate battleground as organisations try to differentiate themselves from their competitors, increase profits and achieve a long term sustainable competitive advantage. Copyright SBP2016 There is no question that today’s customers are more Read More…


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Forget Account Management!

Customer accounts must be developed not just managed. Occasional internal account reviews and customer questionnaires are not enough to stop your competitors poaching your customers. Indeed, the best account management in the world won’t be enough to keep and grow Read More…


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