Dick Lee
Dick Lee
Author & speaker Dick Lee has been encouraging customer-centric business practices for over 30 years. In his latest book "We Are Buyers. You Are Sellers. You're Busted." he changes focus to encouraging customers to fight back against abusive sellers.
Two Minute Test: How Far Are You Along the Continuum From Inside-Out Process (Company-centric) to Outside-In (Customer-centric)
No company or consultant I know of is at either end of the spectrum, nor should they be. But the vector definitely points towards...
Understanding Outside-In Process
To fully understand Outside-In Process, commonly called "Outside-In" or "OI," you first have to step outside your current perception of the process discipline. OI...
If you could no longer say “CRM,” what term would you use instead?
Let's face it, the term "CRM" has been bludgeoned into near-meaninglessness. That's not to say the world's about to stop using it, but I...
Are Big Banks Inside-Out, Upside-Down, or Both? (and will anything change as a result?)
Of course big banks are "inside-out," in the sense that they design their business models to extract from customers what they need to fill...
Wells Fargo Takes Another Face Plant (or three)
Poor Wells Fargo. Every time it tries to regain its momentum, some stupid regulator or government official reaches out a leg and trips it,...
Is It Time to Bring CRM Process Up to Snuff?
Comparing process design work for CRM implementations with customer-centric process designed by the process community outside the CRM sphere leads to an inescapable conclusion:...
Bank Brand Poisoning?
Admittedly, consumers' highest safety concerns are over what they put into or have done to their bodies. Nonetheless, data from a recent IBM survey...
Customer-Centric Process vs. CRM: Has the Battle Begun?
Rare it is to see two completely separate professional groups with little to no connection between them fight over the same market. But that's...
Ready for the Rebound? A Critical Six Point Check-Up
Would you leave on a cross-country road trip without changing the oil, checking your tire tread, adding anti-freeeze (if you'll be crossing Minnesota, where...
Are You Prepared for 3-Dimensional, Customer-Centric Process?
The process world is entering a period of disruptive change, and that will significantly affect CRM and customer-centricity. First, the rising power of customers...
Process Hemorrhaging: Bleeding to death from a thousand pinpricks
I just got off the phone with Microsoft hardware support getting an explanation that literally took 10 seconds (my new wireless mouse has a...
What Do Macy’s and Car Dealerships Have in Common?
This is a sad commentary, indeed. Last night my wife came home from (trying) to return goods she bought the day prior at Macy's. She...
When Should You Stop Being a “Patient” and Start Becoming a “Customer.”
If you think you can fall into the arms of the U.S. healthcare system and rely on providers to provide excellent and appropriate care,...
Why GM Could Never Reach Out to Customers (and Why It’s Likely to Fail Again)
If you had to describe what felled GM in a single phrase, how would you describe it? Waited too long to build quality cars?...
Has the CRM Industry Become Redundant?
When business needs to change course–take moving from product-centric to company-centric business models, for example–a "change" industry like CRM springs up. Depending on the...
Do Accusations of Racism Have Significant Market Impact?
The DOJ (Department of Justice) has charged and settled with a number of banks over "redlining," the practice of defining geographies that banks want...
Did NBC Abandon Loyal Customers By Switching from Jay to Conan?
Hey, entertainment is entertainment. Right? Not much to do with customer relationships. All that matters is edginess and under 40 consumers. Right? Bovine waste matter....
Is It “Humpty-Dumpty” Time HP?
HP overall may be holding its own during the recession, but a primary profit-generating product sector appears headed for "humpty-dumpty" time, barring a u-turn...
A Shot Across the Bow: a warning to managers seeing the recession as an opportune time to streamline office/service...
Yes, this deep recession is an ideal time to restructure and streamline front and back office process to lower fixed cost and increase scalability...
How Toxic Employees Damage Your Business
"Oh, we'd never let a toxic employee anywhere near customers." You betcha, you wouldn't. Then why does almost every company have toxic, customer-facing employees...