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Contents
1.
Customer-focused Corporate Strategies
The Wheel of Synergistic Marketing and
Selling
Best Practices:
10 Lessons from Konosuke Matsushita
See
the slide
Balanced Business System
The Tree of Business
See
the slide
Customer-focused Corporate Vision See
the slide
Best Practices:
8 Best Practices of Successful Companies
9 Basic Sources of Growth
Competitive Strategies: 3 Generic
Business Strategies
Competitive Strategies: Survival vs.
Market Leadership
See
the slide
Success Story:
7-Part Competitive Strategy of Microsoft
4 Types of Marketing Warfare
Erecting Barriers to Entry
Barriers to Market Entry: New Entrant's
View
Creating Sustainable Profit Growth: 9
Questions to Answer
Balancing Outside-In and Inside-Out
Strategies
Fast Company: Establishing Corporate
Guiding Principles
2.
Creating Innovative Customer Value
Customer-driven Innovation: 7 Practice
Tips
The Tao of Customer Value Creation
See
the slide
Solve Your Customers' Problems
Creatively
Engaging Cross-functional Teams
Business Model: Converting Innovation
To Economic Value
Success Story:
New Direct Business Model of Dell Computers
Success Story:
Unique Customer Value Created by Amazon.com
Value Chain
Lean Supply Chain and Customer
Relationships
Lean Value Chain
Extended Enterprise
Core Competences
Strategic Alliances
Virtual Integration
Best Practices:
Characteristics of Most Successful Companies
New Product Development: Keys To
Successful Market Learning
New Product Development: A Different
Role of Prototyping
3.
Marketing Strategies
The Tao of Marketing Innovation
The Top 10 Laws of Marketing
Business Intelligence System
Market Development Trend
Psychographic Classification of
Customers
Marketing Strategy Development
Designing Your Core Marketing Message
(CMM)
Differentiation Strategy: 3 Parts and 4
Steps
Strong and Weak Differentiation
Strategies
Positioning: 7 Tips
Best Practices:
Positioning Statement Development by Unisys
Strategic Brand Management
What Your Brand Is
Brand Equity
Investment In Brand Building and
Marketing of a New Product
Effective Advertising: Tips for
Satisfying Different Types of People
Effective Advertising Slogans
Knowing People: Preferred Modes of
Thinking
Differentiating With Different Types of
People
Emotional Marketing
Emotional Marketing: Color Intelligence
Buzz Marketing
Relationship Marketing and Selling
4.
Effective Selling and Related People Skills
Selling Is Problem Solving
Synergistic Selling
Customer Value Proposition
Unique Selling Proposition (USP)
Effective Pricing: Strategies and
Principles
Success Story:
Innovative Revenue Model of Xerox Corp.
Selling Process and Your Selling Skills
Irresistible Sales Communicator
Selling By Asking Questions
Selling By
Coaching
The Role of Your People Skills
The Tao of Building Relationships
Effective Communication: The Map Is Not
the Territory
3 Ways Your Message Is Conveyed
Six Fundamental Patterns of Cultural
Differences
Cross-cultural Communication: an
Example of a Gesture Meanings
The Tao of Cultural Intelligence
Listening To Your Customers
Ten3 Survey
Results: People Prefer To Talk To Great Listeners
Effective Listening: Barriers and
Techniques
The Tao of Effective Listening
See
the slide
The Tao of Influencing People
Rapport – the Key to Influencing People
How To Make Effective Presentations
Effective Negotiating: 9 Principles
Closing the Sale: 10 Different Sale
Closing Techniques
Failure As a Stepping Stone to Success
5.
Retaining Customers
Customer Retention: Benefits and
Strategies
Why Companies Lose Customers
Delivering Superior Value To Win
Customer Loyalty
Customer Satisfaction: Main Benefits
and How To Achieve It
Customer Care
Coaching In the Workplace
Customer Relationship Management (CRM)
Customer's Perception of Quality
The Tao of Value Innovation
See
the slide
The Tao of Business Process Innovation
6.
Growing Together
Service-Profit Chain
Customer Intimacy
Customer Training
Success Story:
Innovative Market Segmentation by Dell Computers
Lessons
from Michael Dell:
Turn Your Customers Into Teachers
Customer Partnership: Involving Your
Customers as Co-innovators |
Sample Ten3 SMART Lessons
(Slide +
Executive Summary)
Customer Care As the
Mindset of Business Success
Customer care is not a technique, it is
a mindset. It is a customer-focused corporate mindset and culture
that inspires teams to keep creating and delivering extraordinary
customer value and thus helps companies acquire new customers,
provide superior customer satisfaction, and build customer loyalty.
New Definitions of
Value
In the new rapidly changing economy,
the focus must be on the way in which the nature of value is
changing, involving new ways to price goods, information and
emotion. The implication of these new forms of exchange is a
transfer of power from the producer to the customer. There are
multitudes of values present in every buyer-seller exchange:
economic, informational and emotional. These exchanges increasingly
happen so fast that there is no time to translate them into precise
monetary terms. Businesses will need to identify these hidden values
and think more accurately about their worth before accepting the
price proposed. The implications are profound. Companies will need
to think in terms of offers, which involve merging products and
services to exploit their knowledge to give customers a value-added
experience, not just "selling them stuff".
(Adapted
from: "Blur", Davis, S. and Meyer, C.)
New Systems Approach
To Marketing and Selling
“Selling, in the old days, was largely
and act of personal heroism,” writes Michael Hammer in his book
Agenda. “The key to successful selling was knowing the products and
the customers. The effective sales rep would present his or her
product or service in the best possible light, forge a bond with the
buyer, and triumph over the competition.”
“This approach has little to do with
the way sales are made in today’s real world. Today's customers
don't want products; they demand solutions, and solutions don't come
in a box. They must be designed, fashioned to meet the customer's
specific needs. Making such sales takes a lot more than personal
charisma. Today's selling is SYSTEM SELLING, solution selling,
consultative selling; it entails analyzing customer needs, designing
alternative solutions, scrutinizing costs, developing and
implementing systems, and more. This is not the work of a heroic
individual sales rep. Modern selling is a team sport, and a complex
one at that. Winning at it takes discipline and structure. Making it
up as you go along is a recipe for disaster.”
...
and much more! |
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