Your Customer Strategy is a re-articulation of your Business Strategy, but in the context of the customer. Recognising that the realisation of the goals in your business strategy will come from changes within your customer portfolio. Such as: a decrease in the portion of lower value customers; increases in the portion of higher value; changes […]
READ MOREThe Customer Centric Business Model
We know today that we need to have customers at the heart of all we do. Customers are central to our purpose. Revenue comes from the decisions made by customers. Growth comes from the amount of advocacy provided by our customers. And yet most organisations still utilise business models that are based on product-centric or […]
READ MOREPeter Drucker and the Customer
Peter Drucker was one of the greatest management and leadership scholars ever. He studied business, managers, leaders and how this intersected with society. As a consultant and an academic he wrote 39 books and probably founded modern management. His perspective on ‘the customer’ provides us with key insights today that allow us to build sustainable […]
READ MOREChange: sudden or slow
Understanding the change, and being able to meaningfully observe the change, will increase our ability to adapt suitably to the change. Which is one of the keys to survival. Change sudden or slow. Sudden changes are dramatic. Slow change occurs insidiously. How do we observe the different types of change? As managers and leaders, we […]
READ MOREThe Eight Missed Opportunities for Employee Motivation
So many organisations – of all shapes, types and sizes – are attempting to improve their workforce culture. Trying to improve employee motivation. Leaders want people to be “engaged” at work. They want people to buy-in to the organisation’s goals and strategy. They want people to “work on” and not just “in” the business. Yet […]
READ MOREMore than just KPIs: Exploring performance measurement methodologies
The Enhancing Government Outcomes & Performance Measurement Criterion conference, was held in Canberra in the beginning of 2020. This presentation explored the various performance measurement methodologies and defined the method that develops meaningful KPIs. Introduction I think we all know that we’re not really good at KPIs. Our KPIs are often meaningless when it comes […]
READ MOREProfit by Design Book Launch
Profit by Design: How to build a customer portfolio full of profitable promoters was launched in Brisbane City on Tuesday 4th February 5:30pm at Fishburners. An awesome crowd turned out for the Profit by Design book launch, along with a few snacks and refreshments, the book was ‘officially’ launched. Profit by Design […]
READ MOREProfit is not a dirty word
We need to talk about profit. Profit is a good thing for business, for non-profits, for government. We need a business design for profit. Without profit no one has a job. Without profit we are in deficit, with no positive cash flow, where everything then just gets worse. Profit is a good thing, it drives […]
READ MOREProfit by Design – the Key Principles.
Profit by design takes a unique perspective on how organisations can deliberately shape the value of their customer portfolio by focusing on the customers that add the most value. Typically, this value is measured by customer lifetime value and customer advocacy. Depending upon the context of the organisation there can be other factors. […]
READ MORENet Promoter Score, NPS is more than just the number.
Seems too many leaders and managers are using the NPS number (Net Promoter Score) as a target. As soon as you add a target to a measure, you will get unintended behavioural consequences that game the measure. That is not the goal or purpose of any measure. Especially true perhaps of NPS. Let’s examine how […]
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