Our notable author, Philip Grant, wrote a detailed article on ‘how to manage customers in this virtual world?’ for Shropshire Business magazine. The article was subsequently published by the magazine in their September/October edition. Shropshire Business is an editorially-led magazine which offers its readers guidance, news and analysis about business management and its strategies. The author of In Demand, In Command stressed on the importance of a holistic and proactive approach towards Customer Relationship Management (CRM) in his article. “If you really want to stay ahead of the game and be in command of a modern, always-connected world, you need winning digital customer experience strategy,” he wrote. He offered valuable tips on customer growth and retention and how to make them loyal to yourself against your competitor. He also emphasised on the role of data—Big Data—in CRM. 

Read the full article here.

In Demand, In Command is a practical and all-encompassing guide which guides every person and organisation who sells, or serve the public in any shape or form. It covers the full lifecycle of customer demand management, incorporating market characteristics, strategies, insights, marketing, sales and services, and on the impact to the wider transformation of the organisation. In Demand, In Command provides an insightful guide to accelerate the success of your business by enabling you to digitally serve your customers in a better, leaner, and smarter manner.

Philip Grant is a Ludlow-based independent business advisor and operations management consultant. He has over forty years of experience in telecommunications, financial services, utilities and public sector. Formerly, he worked with British Telecom and Arthur D. Little as head of customer relations and director of customer operations respectively. In Demand, In Command is his second internationally selling book, first being ‘Achieving Excellent Customer Relationships’, which was published in 2002. Currently, he is head of global optimisation at Informa Middle East based in Dubai, UAE.