In the 1970s and early 1980s many companies had to admit that they
didn't know how to make durable goods or deliver reliable services.
The buzz of
Total Quality and all its variants filled the air.
Companies learned to operate in a
mode, turning state-of-the-art into standard operating procedure.
Create Customer Value:
10 Lessons from Konosuke Matsushita
Gradually, good functioning became the norm. But rather than satisfy
customer hunger, it only increased value-whetted appetites for more
convenience, lower prices, and an endless stream of
products and services.
Single Value Discipline
Successful organizations where those who excelled at delivering one
type of value – best total cost, best product, or best total
solution – to their chosen customers. Managers focused on a single
value discipline and build their organizations around it. Choosing
one discipline does not mean abandoning the others. It means that a
company directs its energy and emphasis. It narrows its focus to
– it is going for the gold in their chosen
discipline and settling for a silver or bronze in the other.
Creating Sustainable Profits:
9 Questions To Answer
Customers refuse to be anonymous. They continue to raise the level
of their requirements, but their range extends beyond best price and
. Today's customers want exactly the right selection of
products or services that will help them get exactly the total
solution they have in mind. Now, more than ever, customers hunger
for superior results from the products or services they use. And
customer intimacy gives it to them.
Customer Success 360