Managing Customer Value
Business model innovator Alexander Osterwalder author of Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers lays out reasons to map a product or service’s value proposition with the actual pains customers face. Using building blocks from his business model canvas framework, Osterwalder maps the relationship and discusses, with interviewer Steve Blank, how Read More …
Should Lean Marketers be using the Wanamaker Principle or the Pareto Principle in your Customer Retention programs? John Wanamaker said: “Half the money I spend on advertising is wasted; the trouble is I don’t know which half.” I have written about this on several occasions on how this is a good thing, not a bad Read More …
The typical company will focus on growth by emphasizing customer acquisition. However, market share growth is highly dependent on been able to retain customers. In that area, all that is needed is to find the source or the reason why they defect and then slow the rate of that defection. I doubt that you will Read More …
Not all the answers are here, but they could be.
In a recent blog post, Sales and Service Planning with PDCA, I discussed the most basic part of the Sales and Service Cycle, the conversation with the customer. People may struggle viewing this from a market versus a customer perception. Or, they may see how this applies to a B2C relationship but wonder how to Read More …
In a past Business901 podcast, Software Quality Assurance Podcast with Murali Chemuturi, we discussed Software Quality Assurance and what Murali considers best practice. I found his position quite different from the Agile and Kanban Software people I typically interview. Recently, I came across another subject, Measuring Customer Satisfaction, that Murali takes an unique position. This Read More …