Too many CEOs lack customer focus. Here are ten questions you as a CEO can answer to test your level of customer focus. In addition, you might want to give this test to your marketing intelligence team or better yet, your board. 1. Do you know with any certainty what...
Value Proposition
Business Unit Planning: The Product/Market Matrix
Planning at the level of a Strategic Business Unit (SBU) requires an answer to the question: “Where do we choose to compete?” Put another way, the question becomes, “Where shall we focus limited resources in order to compete most effectively?” The most systematic way...
Why Value is More Important than Satisfaction
Central to the stated or postulated discipline of Six Sigma, as opposed to the current practice of the discipline, is the role and importance of the VOC (voice of the customer) in driving the application of Six Sigma principles and methodologies. For many...
The Shift from Customer Satisfaction to Customer Value
The next significant shift in Six Sigma will come from the jettisoning of the time-worn satisfaction model for the more realistic and information-laden customer value paradigm. The value model is significantly better suited to the information needs of Six Sigma. To...
When is A Pricing Problem Not A Pricing Problem?
The answer is simple, when it’s a value problem. Value is the relationship between the quality of an organization’s product or service offering and the price that they charge for it. When your customers complain about the price what they may be...