Category Archives: Customer centric

How do I take care of top clients?

A lot of your competitors use the same types of actions to take care of top clients so you have to do something else as well. My research says that

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Improving bad processes

The problem is that almost all organisations have too many processes that are no longer appropriate for today’s business environment.  Even worse, in some organisations staff hide behind the processes

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How do I get people to listen to customers?

Here is one approach to getting everyone in the business to listen to customers and act on what they say. Step 1 The CEO spends a lot of time going

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How to cut costs without losing customer focus

The issue for a number of businesses it that they have already cut the obvious areas of waste but because revenues are weak they need to cut further.  The problem

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How do I retain customers?

There are many examples of companies that have lost existing customers because they took their business for granted while focusing on getting more new customers.  How can you avoid this

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How to make all employees more customers focused

Being customer focused and acting on what customers say is a challenge in many companies.  I recommend learning from an industry that does it much better than most - Retail.

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Does everyone buy on price? The RET factor

In some circumstances people just buy on price because the difference between the options is either invisible to them or they just don't care. In other situations they may buy

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Motivating Sales people

How do you keep Sales motivated in a tough marketplace? Step one, don't beat them up and tell them how badly they are doing. Step two, create a project to

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Should marketing and sales be separate functions?

I'm often asked if Marketing and Sales should be combined into just one function.  I always answer in the same way.  It’'s not about where they report but what they

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2014 the year of understanding customers

2014 is the year of understanding customers Many of us think we understand our customers but then they take some action which really surprises us.  Like not giving us an

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