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Where to Invest: Customer Service or Service Quality?
(Powerful Ideas/White Papers)
Where to Invest: Customer Service or Service Quality? In many cases we have seen suppliers with customer problems make the assumption that they need to have better, more empathetic customer ...
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The Termite Fable: A Relationship Management Fable
(Powerful Ideas/White Papers)
... they took wood and from the rushing river they took water to drink and to help make their mounds. Nearly every termite spent that time either building mounds and finding or growing the fungus on which ...
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How to Recover Strategic Account Relationships
(Powerful Ideas/White Papers)
... organization to end the logjam between the two firms. And if you are conscientious, that moment will come. But if it comes and you—the supplier--are without a decision maker, you may be placed in the unenviable ...
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The Greening of Business Relationships: A Supply Chain Imperative
(Powerful Ideas/White Papers)
... this: a number of companies are beginning to think that the sacred cow of same day/next day delivery might make excellent hamburger. “When it absolutely, positively has to be there overnight” might pass ...
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Logistics and Supply Chain Relationships: Fueling the Drive to Win-Win-Win
(Powerful Ideas/White Papers)
... to deliver superior solutions to their customers? It’s the latter case that leads to the revenue and margin outcomes you are after – and makes your customer stronger and more viable in the process. ...
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Relationship Rhythms
(Powerful Ideas/A Message from Sallie)
... there something you or others are doing that is impacting the meeting? Is there something you can do to alter the rhythm of the relationship to make the process and the outcome more productive? If ...
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What's Important in 3rd Party Logistics Service Provider Relationships, and How They Can't Work Without Active Relationship Management
(Powerful Ideas/White Papers)
... complexity of those factors that are make-or-break for success in the 3PL components of supply chain relationships. In no particular sequence, they are: Industry experience (same or related) Functional ...
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Yesterday's News and Today's Opportunity
(Powerful Ideas/White Papers)
... electronic components, category killer retailing, candy, personal care products, and many others. Note that we haven't mentioned Walmart/Sam's Club. Actually, one could make the case that Walmart ...
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Are Big Accounts Good For You?
(Insights/Company-to-Company)
... we do know is that your awareness of where your business is concentrated and how you manage that concentration is vital to your future. Make sure you understand the economics of your customer base. ...
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Relationship Return on Investment (RROI)
(Powerful Ideas/White Papers)
... as you do every other financial investment you make in your business. As long as the investment provides a sufficient financial return to you, you can make those investments with confidence. Key account ...
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Lessons from Real Life
(Insights/ Individual)
... interpersonal relationships within an office. Acknowledge positive changes in personal style and behavior to encourage others to make similar changes; or make changes in your personal style to model ...
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What the Customer Wants You to Know
(Powerful Ideas/Book Reviews)
... to network both with various functions inside his/her own organization—such as working with finance to analyze the customer’s five year balance sheet—as well as networking with the customer to make sure ...
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A Sense of Urgency
(Powerful Ideas/Book Reviews)
... and spacing and graphics that I can only call word-charts. I think it would make an excellent 100 page book. As I read I was also reminded of that great quote in Hamel and Prahalad’s Competing for the ...
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When Yes Man Meets Boss Man
(Powerful Ideas/White Papers)
... starts with managers acknowledging that there are times when they make requests of their people and times when they issue commands. The distinction between a request and an order seems to occur primarily ...
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Supporting Strategic Account Management with Systems
(Powerful Ideas/White Papers)
... and then aggregating it at the strategic account level. To make it even more complex, in many cases certain sorts of profitability cost data--such as those from extraordinary service and support costs ...
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Companies Dramatically Improve Sales by Adopting TIPS Selling Process
(Powerful Ideas/White Papers)
... to…help us dig deeper…. TIPS enabled this to happen….[and] provided structure and a roadmap to follow for each call you make.” When asked how Worthington clients had reacted to the TIPS selling process, ...
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Relationship Intelligence
(Powerful Ideas/White Papers)
... make up the firm. What are the requirements to cultivate Relationship Intelligence? RI primarily includes the capacities for: Accurate self-assessment; Appropriate self-management; Empathetic ...
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Ted Levitt On Marketing
(Powerful Ideas/Book Reviews)
... is Over, which, in under ten pages makes the case for relationship marketing. In one classic paragraph, Levitt says, "The sale merely consummates the courtship. Then the marriage begins. How good the marriage ...
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The Art of Innovation
(Powerful Ideas/Book Reviews)
... Nightline. They talked about creating products and Koppel issued them a challenge: develop an entirely new grocery cart in exactly five days. One of the executives on the show said it was "insane" to make ...
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What Clients Love: A Field Guide to Growing Your Business
(Powerful Ideas/Book Reviews)
... Touch and the marketing classic, Selling the Invisible (1997). Beckwith's books are all composed of one and two-page chapters that make a quick point and then move on. This makes them a fast read, even ...