Scientific Customer Gardening is a systematic, data-driven approach to ensure constant growth at a strategic leveland sales success at an operational level It becomes relevant when CX (Customer Experience) and CRM (Customer Relationship Management) data are integrated. This aligns subjective and objective customer data, on the one side, and behavioural and perception-related data, on the … Continue reading Cultivate your own growth algorithms bridging CX and CRM
We want to help local healthcare teams to face the tsunami Imagine that you live with 10 people in a 12 m² space without running water and a shower. What a good breeding ground for all types of germs and viruses! As soon as the coronavirus reaches the poor parts of the megacities of Mexico … Continue reading The virus is starting to hit the poor parts of the world
When we speak about the “old times”, we are referring to the old view of things. Apparently, the coronavirus is dramatically changing our perspectives. In other words, it will change all of our values. The first thing we learned is that our biological DNA is just as vulnerable to virus attacks as our digital DNA. … Continue reading Goodbye old times! Welcome new values!
What is the probability that we are heading for a recession? Is this reason enough to take a new look at our business models and test them for recession-proofness? To find out, here are some questions related to your customers: How will the recession change their perception of value?From the point of view of the … Continue reading Becoming recession proof – an exercise
On a business trip to Brazil, I woke up one day and saw a message from my hotel on my mobile phone: ‘Good morning, this is SILVIE, your mobile messenger! Our philosophy is that the customer is the king! Our guests work together with us and we react immediately. Try it. I will pass it … Continue reading Customer knocks himself out! Is it Silvie’s fault?
In our ongoing work with customer data, we carry around a constantly growing mountain of data from the past. Because we use AI learning processes, the amount of data from which we can learn also increases. Because we can do it, we also do it because we assume that more information means more knowledge; and … Continue reading The right forgetting
Let’s say we sell a sports watch – an innovation, because it’s an anti-aging sports watch. We know that everyone wants to do something to stay younger than they actually are. Contributing to personal success is at the heart of our business model. But we do not know how to measure success. However, we if … Continue reading What is your anti-aging benchmark?
You need a sales person, but whatever you do, good sales people are a rare breed. Even if you find a potentially good one today, it might take 10 years before they are at their best. The key to successful sales is understanding the ‘why?’ in the purchasing decision. However, how can one get through … Continue reading How to do sales without a sales person? Install a feedback loop!
The purpose of a company is to create value for customers. That is the theory at least. In practice, however, every company creates value for its customers, but mostly not without destroying some of the created value over time. What counts in the end is the cocktail of joy and frustration. Is it too bitter? … Continue reading Killer Touch Points eat the meal kit value
No, it is just two different views of the same thing. And, yes, it is the opposite because one is active and the other passive. However, does it really matter? Let’s look at sales, which for many companies is the most customer focused department. Active sales means convincing customers that their expectations are met by ‘my’ feature set. But … Continue reading Is sales the opposite of buying?
A friend lives alone and invited all his family as guests for his birthday. He ordered six meal kits for the night. Unfortunately, they arrived a day too late, when everybody had already left. Now he was stuck with six meal kits. He used the first one on Monday, when it finally arrived, and then … Continue reading The meal kit value chain