Knowing where the customer decision-making process starts and ends let alone how and when to start engaging with customers is more than a challenge but a necessity.

During the last few years the customer decision-making process has been turned on its head.

Gone are the days of fixed customer planning and budgetary cycles where the customer had little choice but to come to you. Buying has gone from a static process to a dynamic rollercoaster of decision-making. The web and social media now offer a rich seam of intelligence for customers to do their own research on vendors, putting them firmly in control like never before.

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Taff Housing Association is one of 3 long established community based HAs in Cardiff, we’re 41 years old this year! 41 years and we find ourselves at the beginning of another transformation journey. A journey which has several key pillars – these include leadership, innovation, collaboration and working smarter with the resources we have.
A Guest Blog from Elaine Ballard, Chief Executive of Taff Housing Association | As featured in Welsh Housing Quarterly

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