Doug Leather

Customer Strategy Infographic

It goes without saying that if your organisation pledges to become more customer-centric, you need to innovate your business model through a customer-centric lens. Customer-Centricity is all about the organisations ‘way of work’ or the ‘business system’ that enables the business to design and...

Customer Experience, Systems Thinking, Analytical Thinking & Organisational Design.

To be customer-centric requires business capability to design and to consistently deliver a unique and distinctive customer experience to a selected set of customers in order to acquire, retain and to develop them efficiently. I was privileged to be taught by the late Dr Russell...

CMO’s Investment Priorities 2014 – I’m shocked

I downloaded an infographic  http://bit.ly/1jtr5l3 this morning from Customer Management Exchange Group that shows the Top 5 Areas of Investment for Marketing  Leaders  and how investment priorities have changed for strategic marketers over the last 12 months Basically – I’m shocked! Allow me to qualify by…

What leads to un-economic Customer Experience investments?

It’s extraordinarily easy to make uneconomic investments in customer experience – much of the time and money ‘invested’ is wasted because organisations fail to understand the criticality of systems thinking and the need for ‘silo-busting.’ They also focus on how they ‘deliver’ experiences rather...

Customer Centricity = Sustainability = Customer Centricity = Superior Business Performance

In a recently published article (MIT Sloan Management Review – How to Become a Sustainable Company)the authors point to a study that supports the view that ‘high sustainability’ companies significantly outperformed their counterparts over an 18 year period in terms of both stock market...

Customer-Centric Transformation a no-brainer: Check out why!

I’m guilty! I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around...

A blended set of measures are critical for customer-centric operationalization

What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!” That said, to move beyond the lip-service...

The Challenges of Implementing Customer-Centric Strategy – What creates the problem?

Let’s face it. There is very little new about the concept of customer-centricity. There is however, plenty of room for improvement in both strategy and execution. What creates the problem? The traditional functional and product silo design of organisations creates serious problems. In these instances…

Customer-Centricity = Blue Ocean Strategy

I’ve long been a supporter of ‘Blue Ocean Strategy’ thinking. I’m also a firm believer that the greatest opportunities for business today lie with business model innovation – i.e. finding new ways to create, deliver and capture value. This enables the creation of uncontested...

Customer-Centric Transformation: What Good Looks Like – Penetration – Managing High Value Customers –...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas of...

Customer-Centric Transformation: What Good Looks Like – Penetration – Increasing Customer Value – Part...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas of...

Customer-Centric Transformation: What Good Looks Like – Penetration – Understanding Customer Value – Part...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas of...

Customer-Centric Transformation: What Good Looks Like – Acquisition – Setting Up & Activating –...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas of...

Customer-Centric Transformation: What Good Looks Like – Acquisition – Converting Sales – Part 13d...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas of...

Customer-Centric Transformation: What Good Looks Like – Acquisition – Managing Interest – Part 13c...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas...

Customer-Centric Transformation: What Good Looks Like – Acquisition – Identifying New Prospects – Part...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas...

Customer-Centric Transformation: What Good Looks Like

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas...

Customer-Centric Transformation: What Good Looks Like – Efficiency – Controlling Costs – Part 12b...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas...

Customer-Centric Transformation: What Good Looks Like – Efficiency – Calculating & Allocating Costs –...

Designing and executing a customer-centric business model requires end to end organisational alignment. Customer-centric capability development cannot take place in isolation to the rest of the business. The customer-centric journey requires a clear quantified understanding of current organisational capability across all 14 capability areas...

Customer Management Trends and what is important in 2014

It's that time of the year again when we take out the crystal ball to help us understand the evolving customer management transformation journey. I've put together a combination of strategic imperatives and my observations and insights that relate to each of the...

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