Managing Customer Value
Joe: You described a variety of disciplines, characteristics that you must have. If you had to single one of them out, is there one that’s more important or are all of them equally important? Related Podcast and Transcription: Are You a Qualified Entrepreneur? Randy Nelson: I’ll say financial, and I’ll say it for a couple Read More …
Lance A. Bettencourt, PhD, has led job-centric innovation projects with many of the world’s leading companies and his thought-leadership is evident his publications on job-centric innovation. Related Podcast and Transcription: Rethinking Service Innovation His book Service Innovation: How to Go from Customer Needs to Breakthrough Services was my introduction to Service Design. In a past Read More …
Before you start collecting data, do you ever ask what you are going to use it for? The basic chart that I use and modify according to the circumstances is the monitoring plan from the Outcome Mapping: Building Learning and Reflection into Development Programs book. We have been discussing the overload of information and data Read More …
In one of my favorite books,The Path of Least Resistance for Managers author Robert Fritz states: People are fond of saying, “Well, that’s our culture.” They seem to think that the cultural norms and habits of the organization are causal. But what creates the cultures? The underlying structures people are in. In fact, it is Read More …
Service Innovation requires that shift the focus away from the solution and back to the customer. In the podcast, Service Innovation – Rethinking Customer Needs, my guest Lance Bettencourt discusses how to rethink your approach to the customer’s needs: how the customer defines value in a product or service. This is a transcription of the Read More …
In The Service-Dominant Logic of Marketing edited by Robert Lusch and Stephen Vargo they present the case to use SD-Logic as a foundation versus a total integrative marketing method. I believe that Lean viewed through the lens of PDCA as a knowledge creation platform can serve as the vehicle for implementation of this Logic. The Read More …