The Forrester Wave™: Order Management Systems, Q2 2023

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Disrupting ROI: Creating a New Roadmap For Business Success

Episode 25 | 28 mins

Martin Newman, Founder of The Customer First Group

Achieving sustained growth and business success implicates challenging the traditional ROI concept, and recognizing that cost efficiency decisions aren’t enough.

In this episode, Martin Newman, founder of The Customer First Group, talks about his eBook, “The 10 New ROIs: Guarantee Sustainable Commercial Success,” and how these innovative metrics reshape the way companies gain insights and lay the groundwork for success.

Join us as we discuss:

  • The flaws of traditional retail metrics and the need to understand businesses beyond revenue
  • The importance of empowering employees and creating a truly customer-centric workforce
  • How shifting from customer service to customer care can revamp brand loyalty

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Meet the host

Jamie Cairns is the Chief Strategy Officer at Fluent Commerce. He is responsible for the vision on how the company sets the global standard in inventory and order management.

Jamie, a 20+ year industry veteran, has worked with start-up scale businesses like TimesTen and Arantech and global software organizations such as Tektronix, Oracle, and now Fluent Commerce.


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