Managing Customer Value
This is a Part 1 of 3 blog posts on a series of books that Deloitte has sponsored that I think is outstanding. They are a follow-up to the book, The Power of Pull: How Small Moves, Smartly Made, Can Set Big Things in Motion, This book has been one of my staples in the Read More …
Peter Drucker had a catchy statement: “Efficiency is doing things right: effectiveness is doing the right thing.’ If you have enough foresight to know with certainty what the “right thing’ is in advance, then efficiency is a fitting substitution for effectiveness. In the world of Sales and Marketing, however, the correlation between efficiency and effectiveness Read More …
I base my Lean Thinking on 3 principles. Standardization, Improvement, and Exploration. The little “i” of innovation is provided through SDCA and PDCA. Standard Work (SDCA) creates a can-do attitude and frees up time for problem-solving. Applying PDCA, allows you to “see” opportunities for improvement and leverages the resources in your environment. I like to Read More …
I know your thinking that all you need is the Net Promoter Score and I will not disagree that it is an important question. However, sometimes just a good old audit and questionnaire might still have some value. You may not be able to do it all in one setting or even ask all the Read More …
I like to use the term EDCA (Explore-Do-Check-Act) learned from Graham Hill to designate the Explore aspect of Lean. I view it as more of Design Type thinking content that allows for that collaborative learning cycles with a customer. Most of us design sales and marketing actions around how we think, not how the customer Read More …
Most of us familiar with Training Within Industry know that the majority of the training in TWI has been in the area of Job Instruction. When we think about Sales, we immediately think about Job Relations. I think TWI offers a greater opportunity. We spend most of our time training sales and support people to Read More …