New PDF release: Breaking Through: Implementing Customer Focus in Enterprises

By S. Vandermerwe

ISBN-10: 0230514308

ISBN-13: 9780230514300

ISBN-10: 1403935033

ISBN-13: 9781403935038

During this booklet the writer brings jointly detailed and leading edge paintings established upon her personal learn and paintings with major businesses within the overlapping components of process, advertising and marketing and innovation to supply a brand new and dynamic version to enforce consumer concentration in organisations. In an atmosphere of falling margins the version indicates the way to raise price to shoppers and enhance company effects.

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Additional resources for Breaking Through: Implementing Customer Focus in Enterprises (Bloomberg Professional Library)

Example text

And so while data in conventional reporting can make an organization seem to be moving forward because it meets product/market share targets, it may be standing still or even reversing because it is either getting a larger piece of a diminishing market, as was the case with Lego’s share of kids’ playing time, or only a small piece of a growing market, as happened to IBM in the 1990s when top management rejected every opportunity that wasn’t about making and moving their ‘boxes’. Obsession with the bottom line Managing the bottom line is fundamental to keeping any enterprise economically viable.

Had banks been prepared to back startup companies, for instance, instead of demanding collateral when these firms were least likely to have it, venture capitalists might never have made the dent they did in the banks’ markets. Ironically, eager to lend to blue-chip and larger companies at preferential rates of interest, banks soon found, sometimes too late, that these turned out to be the most risky. Or what more potent example than the harm done to the confidence of investors –who helplessly watched the value of their portfolios deteriorate in the past five years – especially baby boomers getting ready to retire, who suddenly find themselves in the happy situation that they have the potential to live longer, but 39 Breakthrough 2 40 may not have the financial status to see themselves through the extra years in the financial manner to which they have been accustomed.

Typical refrains from the resistors include: Tell me who has done this before in our industry. We have done this before and failed miserably. We don’t have the capabilities. The timing is all wrong. Our business is different. We barely have enough resources to cope with day-to-day problems. How does this fit in with our existing strategic plans? Moving Ahead with Positive Energy Rather than spending precious resources on breaking down the ‘points of resistance’, leaders actively look for ‘points of light’.

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Breaking Through: Implementing Customer Focus in Enterprises (Bloomberg Professional Library) by S. Vandermerwe

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