Years ago CRM systems came into vogue as the latest and greatest end-all mechanisms to connect to customers. Collect data from all customers at all “touch points” to the organization – sales, service, after-market sales, mouse clicks on company sites, overlay it with some...
Great organizations like John Deere will go out into the field and spend months living with their customers. They observe the impact of fuel costs and the efficiency of being able to plant, manage, and harvest crops. They will look at every single ergonomic issue....
How would you like to take your kids to a playground where there’s a gigantic sign that says: “No Running?” How would you like to take your kids to a playground that has a big antique railroad caboose that says: “Do Not Touch?” How would...
Want to know what can happen when you lose focus on the customer? In order to win at innovation, you have to create real meaningful net customer value, that is, something your customer genuinely values and is willing to pay the going price for. It...
I believe the answer to the question: “Why do companies fail?” is pretty straightforward. First of all, to answer that question, we really have to go back and redefine the term “innovation.” Innovation is such a generic term that it doesn’t really mean anything any more....
Put simply, new technologies of yesteryear last longer than their counterparts today. Railroads, the great new technology of the 19th century, had a huge impact on business and commerce nearly everywhere. Their dominance as a transportation technology lasted over 100 years. Fast forward to radio. As...
