Mark Hocknell
Mark Hocknell
Mark is a Customer Centric Business specialist with experience spanning three decades, from line management to consulting and academia. Based in south east Queensland, Australia, Mark led one of the first, large scale CRM deployments for one of Australia's leading financial institutions. For the last fifteen years Mark has consulted to leading organisations in Australia, as well as small-to-medium sized businesses. He is the author of Profit by Design: how to build a customer portfolio full of profitable promoters.
The Customer Centric Business Model
photo credit: Blake Wisz on Unsplash We know today that we need to have customers at the heart of all we do. Customers are central…
Peter Drucker and the Customer
Photo by Chris Liverani on Unsplash Peter Drucker was one of the greatest management and leadership scholars ever. He studied business, managers, leaders and how...
Profit by Design – the Key Principles.
Profit by design takes a unique perspective on how organisations can deliberately shape the value of their customer portfolio by focusing on the customers...
Product Centric vs Customer Centric
Product centric approaches and customer centric approaches to business design and strategy are diametrically opposed. They are two opposites. Product centric vs...
Why your business needs a customer strategy
Photo credit: Jeshoots-com on unsplash The customer centric approach to business has been proven by extensive research over the last couple of decades. Such...
Our Customers Have Changed
Photo by rupixen on Unsplash In the last 10-to-15 years our customers have completely changed how they behave. This isn’t just about the digital...
This top 10 will make your CX and CRM efforts more successful
A few years ago I embarked on a large scale operational CRM project for a financial services group. I was pretty excited about...
The 2018 Manifesto for Sales
Times have changed, our customers have changed. We need to completely re-think what we are doing with the sales and marketing functions. ...
The Problem with Sales today
Photo by Lena Bell on Unsplash Let's face it - the world we live in has changed. We are reminded every day about how...
“Customer Centric” a benefit for Whole Foods in the Amazon purchase
Some of the big business news right now is the intended purchase of US Whole Foods Market grocery chain by Amazon for US$13.7b. ...
You need to know what your customers value
It is commonly understood that most sales people cannot articulate value for their customers. This leads them to talk more about the features...
The Top Four Tips for B2B salespeople
Image:Alec Baldwin in Glengarry Glen Ross (1992) I have been reminded over recent weeks how important it is not to "sell" during B2B sales discussions....
The Nine Imperatives for Leaders
In my previous post, the Five Tenets of the Customer Centric Approach to Business provided a basis that is relevant today of how we...
The Five Tenets of the Customer Centric Approach to Business
The customer centric approach to business has been proven to produce more resilient businesses (see Ranjay Gulati, Harvard Business School). This "outside in"...
Profit by Design
Do those words actually go together - yes, they do. Businesses need to make a profit, so the business can continue to deliver...
The New Path to Profitability and Engagement
Photo Credit: George Paulides on Flickr When commerce was emerging in human history, there was an old path that entrepreneurs used to build networks...
The end of The Funnel
Yes that's right - The Funnel that is used by some of the best marking organisations on the planet - has long passed its...
Not all customers are equal – the top three rules to build a profitable customer portfolio
Let's face it - revenue comes from customers - not products or services - the customers who are prepared to pay for your...
Know your awesome customer and then, you may find them…
We all know that there are some customers that are worth more than others. It is something we often do not like to...