Customer Focus
Customer Focus
Customer Culture draws on lessons from some legendary sales and service enterprises, particularly FedEx and UPS, as well as midsized concerns, small businesses, and startups, to demonstrate how leaders and managers can...
Product commodification, disintermediation, e-commerce, customer relationship management, and business partnering are the major selling transformations that are rapidly changing traditional business-to-business buyer-...
In today's competitive business world, attracting and retaining top talent has never been more crucial or more difficult, costly, and time consuming. Thus, in order to remain competitive, companies must strive to...
During the past few years, hundreds of start-ups appeared on the Internet. Hundreds went public, becoming instant blue chips, and allowing many investors to see their Internet stocks increase in value by 400 percent or...
With the ability of any enterprise to collect and deploy customer data faster than ever before, the only way for a business-to-business (B2B) company to protect its margins is to grow customer share by giving...
What values do customers seek in the marketplace? What do they want in products and services? How do they want businesses to operate? How do they want to be treated? And, how much sacrifice are they willing to make in...
Although we are in the midst of Internet and wireless communications revolutions, the transformation that matters most is the “customer revolution,” and companies that are not ready for it will not survive. In this...
Most companies know that they need to become more customer-focused, but because their systems, metrics, and strategies are based on an outmoded product-centered view, they are unable to implement this transformation...
On the Web, differentiation by location, price, and/or product is meaningless. Moreover, because the Net’s infrastructure is largely in place, technology no longer represents a competitive edge. Thus, in order to...
The executives and managers of today are highly sophisticated, educated, and informed buyers who select professional advisers from increasingly competitive service industries. Thus, these advisers must do more than...
