Today, the rules for sales and customer engagement have completely changed. We need a new manifesto for sales (or customer engagement) that ensures we attract and keep the right customers. Whilst at the same time, respecting how our interactions need to customer centric. Times have changed, our customers have changed. We need to completely […]
READ MORESocial Selling
Social selling is really nothing new, we are just using new tools. Like any form of customer engagement (formerly known as sales), we have to approach potential customers with the view of adding value and insight each at each step and every time. Last year I heard David Watson from LinkedIn speak on Social Selling […]
READ MOREThe Value of your Customer Portfolio
Taking a customer centric approach will significantly increase business value and profitability by actively creating a profitable customer portfolio. Product centric thinking leads us to think that value for the business comes from the revenue or fees created by products. However, the value actually comes from the people (customers) who make decisions. These […]
READ MOREHow keep your strategy fresh
Most organisations put a lot of effort into creating strategic plans only to find that during the year their plans have become shelf-ware or lost somewhere in the bottom drawer. There is a pragmatic approach that ensures your strategy will stay fresh. Common Mistakes with Strategy There are a few common mistakes we […]
READ MOREModern Selling. The World Has Changed: Have Businesses Kept Up?
Modern Selling, the world has changed but businesses have not kept up. Generally not anyway: customers have changed, what we know about customers has changed and yet most businesses are using sales techniques from the last century. Modern Selling. The World Has Changed: Have Businesses Kept Up? This was the title given to a lunchtime […]
READ MOREWhich KPI Approaches Work?
KPIs are used extensively in all types of organisations. There are many KPI approaches, but only one method to develop and use KPIs. Let’s investigate how KPIs developed, how they are used and the various KPI approaches. As we do this we sill see the short comings of popular KPI approaches and discover the performance […]
READ MORECRM, the great misnomer
CRM or customer relationship management is often the system we use, but we need a strategy behind it. Often called strategic CRM, the customer strategy is often based on the premise that we can manage customer relationships, however today the customer is in charge. Customer relationship management is a misnomer. The idea that businesses can […]
READ MOREThis is why we like inaccurate good news
Many organisations have a culture where inaccurate good news is preferred over accurate bad news. Leaders and organisations need to be comfortable with getting feedback from their performance measures and KPIs. Cultures that accept inaccurate good news do not learn how to continually improve performance. The Allure of Inaccurate Good News “Accurate bad […]
READ MOREGet performance improvement from your management framework
High performing teams gain performance improvement. They plan, act, learn and replan to realise performance improvement. They have a culture of learning, supported by having a performance measurement framework that provides feedback. Iterative and progressive improvement is achieved over many cycles of acting, measuring and learning. High performing teams use measurement and improvement techniques […]
READ MOREIgnore the customer at your own peril – Lessons from the Masters failure
There are business lessons from the failure of Masters. The strategy was wrong. By focusing on the competition, they ignored the customer. When you ignore the customer your fate is sealed. Woolworths/Masters ignored customer feedback and 63 stores will be no more. By focusing on “sucking the oxygen out of Bunnings” they delivered appalling customer experiences that will cost them up […]
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