Customer Experience Management
You can either create great customer experiences and leverage the benefits thereof, or you can watch poor customer experiences erode your revenue, profits and ultimately your brand equity. I was recently asked the following question: "What is the difference between CRM and CEM, or is there any difference between the two?" In a previous post I addressed the practice of Customer Relationship…
Business Model Architecture
I never cease to be amazed at how many times I receive a "deer in the headlights" stare when I mention the topic of business model architecture to even the savviest of senior executives. While most C-level execs have a general idea of what I'm referring to, it is also quite clear that most can't even begin to define it, much less articulate the specific constructs of a sound business model. In…
Play to Win
Today's message is not likely to please the politically correct, nor will it mollycoddle the timid. I'm not going to address competing or playing nicely, rather I'm going to deal very bluntly with the topic of winning. Want to succeed? It's easier than you might think...just don't quit. Strip away the excuses, rationalizations, and justifications, and the only thing standing between you and the…
In Support of Strategy
What's with all the "strategy bashing" of late? How could sound strategic planning possibly be a bad thing? Things have spun so far out of control that I recently had a CEO ask: “Is strategy still relevant in today's business world, and if so, what role does strategy play in the overall make-up of a CEO's duties and responsibilities? Let me begin by stating that strategy has never been more…
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