Managing Customer Value
If you can build a culture of learning, growth becomes part of everyone’s job. It is this aspect that I believe separates great companies from good companies. When I view Lean, it is not from the perspective of waste reduction. Instead, I view Lean as a knowledge building exercise. Or, a culture of learning not Read More …
A serial entrepreneur having founded multiple start-up companies, including one of the first profitable Internet enterprises. His last company appeared on the Inc. 5000 list three years in a row. Eric V. Holtzclaw, Founder/CEO of Laddering Works, advises clients on the “whys” of business: Why customers buy, Why teams work and The all-important “entrepreneurial why”. Read More …
I have not gone all in on Customer Journey Mapping and Customer/User/Buyer Personas because the vast majority are created without the Customer/User involvement. Though they may be the “best” we can do, I feel we often stereotype our customer/users into what we want them to be versus who they are. In lieu of this, I Read More …
The Challenger Sale author Matt Dixon, is my guest next week on the Business901 Podcast, and though I could not resist talking about The Challenger Sale: Taking Control of the Customer Conversation, the discussion eventually got around to his new book The Effortless Experience: Conquering the New Battleground for Customer Loyalty. I like to think Read More …
I fail to see the argument against standard work. This argument even for startups to not develop standard work practices is baffling to me. Now, the first thing I must do is create my box for standard work: My thoughts about Standard Work: Standard Work should only encompass part of your time. Every person wants Read More …
Since 1953, the Graham Process Mapping method has been the choice of experts worldwide who need to understand the details of their data flows. Third generation Ben Graham was on a past Business901 podcast and I asked him specifically about process mapping and later the difference between process mapping and value stream mapping. Entire Transcript Read More …