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Posts from September 2016

Profit by Design

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Following a series of enthusiastically received presentations on Profit by Design, I am excited to announce a 2-day workshop in Brisbane 25-26 October. This workshop is about applying the Architecture for Customer Engagement for more about that there is a PDF available on my profile page (summary), for more about Profit by Design, read on.

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The end of The Funnel

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Yes that's right - The Funnel that is used by some of the best marking organisations on the planet - has long passed its use-by date. The Funnel that we so often use to describe leads to converts (social media, marketing and sales), has stopped being useful at all, in fact I believe it actually hinders engagement with our future customers. Let me explain.

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Let's Ban KPIs

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Or perhaps more specifically, let's ban how we are currently using KPIs. We use guess-work to identify KPIs, they don't tell us what our priorities are, we fudge the numbers and confuse improvement goals with business-as-usual.

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Customer-centricity the number one issue for Australian CEO's

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The Australian Institute of Management identified the key issue for Aussie CEOs in 2015 as "customer relationships". The research also identified that CEO were "kept awake" by "big data analytics, cyber security and the cloud". Quoting the article, "Dr Malcolm Johnson says, these data issues are linked to the number one issue, improving customer relationships".

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Competition needs to be external, not internal.

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For the sales and service leader to maintain motivation and productivity, there is one key principle: competition is external to the sales and service team/s. Competition and rivalry only belong in the market place, not within the sales or service team or teams.

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