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Customer Partnership
Defined
"Customer partnership is a shared journey to create a future
for both parties that is better than either could have developed alone."1
The customer influences every aspect of your business and is the foundation of your organization's success. In
today's turbulent times of rapid and chaotic change, "no force is more
grounding and stabilizing than a partnership with customers."1
The term 'customer partnership' we take not so much in its legal definition
of co-ownership but rather in its sense of sharing in benefits,
profits and losses of your company.
Customer
Success 360
Customer partnership is more than "putting customers first",
or finding mutually satisfactory solutions to shared problems, or
a dedication to excellence in every sale or service encounter. It also
requires commitment to forging long-term relationships that create synergies
of knowledge, security, and adaptability for both parties.
The Tao of Value Innovation
Why Customer Partnership?
Fierce competition today forces companies to become much more
creative and flexible in their dealings with customers to give them exactly
what they want –
faster. Creating a partnership with customers will help your
organizations maintain the focus you need to make good decisions and harness
the power and commitment you need to weather volatile times. Partnering with
customers represents your firm's "capacity to
anticipate what customers need even before they know they need it."2
Case in Point
BMW
In partnership with its customers and external innovators,
BMW is constantly seeking to discover new technologies and design features
to put into future cars. To harvest the insights of creative minds outside
the BMW Group, the firm's Virtual Innovation Agency (VIA) is the point of
contact for all external innovators who do not as yet have contacts within
the firm. VIA makes it easy for car fans to communicate their ideas through
its web-site, with additional online discussions that solicit ideas from
enthusiasts around the world.
3 Sstrategies of Market Leaders
IDEO's Innovation Practice Tips
Become an Irresistible Sales Communicator
Synergistic
communications takes the sales process
beyond
building relationships to
building partnership.
The goal is to create a "we" space
– where differences are valued and used as stepping
stones to create true win-win outcome...
More
Synergistic Selling
The Role of Corporate Leaders
Because only
corporate leaders have the
ability to significantly change an organization, design radically new
value innovation strategies and
deploy the resources required to
pursue boldly big opportunities, it is imperative that people at the top
be in regular and direct contact with customers.
Case in Point
GE
Involve customers, urged
Jack Welch.
Quality program is aimed at enhancing
satisfaction of your customers.
Find out what customers want. Involve them to participate in your work,
to drive it, to "manage your enterprise."
25 Lessons from Jack Welch
Two Basic Ways to Compete
and Prosper in Any Market...
Three Common Traits of
Marketplace Champions...
Rules for Creating Customer Partnerships...
Increasing Customer
Value-added through Virtual
Integration...
Customer Intimacy...
Listening To You Customers...
Coaching Your Customers...
Value Innovation...
Involving Your Customers in New Product
Development...
Mutual Creativity In Your Business
Environment...
Case in Point
Dell Computer Corporation...
Case in Point
Nypro...
Case in Point
Corning...
Case in Point
Nike...
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