Managing Customer Value
In this short video, put on by the Ashridge Business School the instructor gives a very good introduction to relationship mapping process. Relationship Mapping is a simple tool that you can make as simple or as complicated as you would like. I have never quite figured how to use this process as my CRM, though I have 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 …
In a past podcast, I asked a General Sales Manager of a global Fortune 300 chemical company of how they used Lean when a customer seemingly can find any product at any time for any price, and you can’t take the statements literally but there’s a little bit of truth in that. Have you seen Read More …
In a recent podcast, Scenario Thinking the Next Big Thing, with George Wright, co-author of Scenario Thinking: Practical Approaches to the Future, I asked, “When we are looking at different alternatives to the future, we paint a picture with scenarios? George: Yes, the scenarios are descriptions of the future often constructed by management teams. They Read More …
Smart Mobs, Peer to Peer Networks, Crowdsourcing and Lean is what Liz Guthridge, the founder of Connect Consulting Group and I talked about in our podcast. When I created the cloud, I saw what was really important to Liz and at the center of her thoughts; people! At Connect Consulting Group, Liz helps leaders implement Read More …
How good are you at managing the relationships that your organization builds? As we move from a Product Dominant to a Service Dominant market, the relationships we create are at the core of our business model. However, how many of us understand these relationships? How many of us know what collaborative networks the other members Read More …