ICD Resources
Keeping pace with the trends in consumer and business customer behaviour requires a dedication to maintaining knowledge of the key issues and research carried out by leading customer management experts in both the academic community as well as the practice of leading companies around the world.
ICD helps clients to keep in touch with latest and best practice in customer experience management, the latest methods in customer satisfaction measurement and feedback as well as current issues in maintaining a customer focussed culture, supported by training and development. You can receive this information by singing up to our regular newsletter, NUGGETS. Please click here if you would like to receive it.
We regularly attend and speak at conferences and contribute articles to a number of publications. If you would like to invite us to speak at your conference or event then please email
What are we reading?
You can buy these useful reference books by clicking on the link through to AMAZON.co.uk
"AFFLUENZA" by Oliver James, Vermilion
This recently published social commentary talks about the phenomenum of obsessive consumerism that is infecting the western world like a virus. Anyone interested in tapping into the changing face of customers will be interested not only on the impact of this consumerism - depression and unhappiness - and James' suggested antidotes.
"Buyology" Martin Lindstrom, Random Business Books
Neuro-marketing is the study of how brain chemicals or neuro-transmitters affect our mood and our buying behaviour. If you are a marketeer you should be interested in how customers think and more importantly what you need to do to support them.
"Why CRM Doesn't Work" (How to Win By Letting Customers Manage the Relationship, Frederick Newell, KOGAN PAGE
Newell highlights the folly of companies that introduced CRM systems thinking theyhad the answer to understanding and managing customers more efficiently. He goes on to explain in practical terms how you can improve ROI by understanding how to develop more effective relationships with customers.
"Loyalty.com" also by Frederick Newell, McGraw Hill
This book has been around for ages - you may be lucky to get a second hand copy! It is full of intersesting and readable examples of good practice that can be applied to your own business context.
"The Loyalty Effect", Frederick F Reicheld, Harvard Business School Press
In case you didn't realise it, there is a substantial, positive financial benefit in retaining and developing loyalty amongst your profitable customers - Fred does the math in this explanation of the economics of CRM. Useful if you are trying to prepare a business case for your customer management project.
"Customer Service" edited by Fred Wiersema, Harper Business
A heart warming endorsement of the fact that some companies do (did) get it right when it comes to customer service. It's not rocket science but then again would your company make the new edition?
To get your own copy of these books, go to Amazon.
Learning Events
ICD Partnership Ltd brings together practitioners in forums for representatives from marketing, account management, HR, research and business performance measurement. If you would like to join a group or be invited to a future event then please contact liz@icd-partnership.co.uk