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Where to Invest: Customer Service or Service Quality?
(Powerful Ideas/White Papers)
... service people and that will somehow fix the ongoing customer problem. Our experience has been that, only in rare cases will this investment-be it in training, hiring, whatever-- pay off. Where ...
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Managing Relationship Assets
(Powerful Ideas/White Papers)
... They initiated executive visits and relationship building at multiple levels. They made their systems easier to work with. WIP also added sales and support people at a time when other firms were dropping ...
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How to Recover Strategic Account Relationships
(Powerful Ideas/White Papers)
... warnings. And I would love hear from people about any more detailed approaches or steps left out that you have used that do not appear on the steps or more detailed approaches. This is a rich area that ...
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The Greening of Business Relationships: A Supply Chain Imperative
(Powerful Ideas/White Papers)
... also those that continue to invest in people development, despite a tough economy.) The most important positive development in today’s world of green is the concept of green supply chains. Not long ...
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Logistics and Supply Chain Relationships: Fueling the Drive to Win-Win-Win
(Powerful Ideas/White Papers)
... how you manage/administer, and how you treat your people. The other is the equally vital task of making sure that the entire organization is on the same page, that everybody “gets” what the relationship-powered ...
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Relationship Rhythms
(Powerful Ideas/A Message from Sallie)
... to deal directly on tough issues, and the authenticity of the person on the other end that created the rhythm. There was no posturing or sugar coating; just two people in sync, working together to resolve ...
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Relationship Return on Investment (RROI)
(Powerful Ideas/White Papers)
... can only properly manage 3 or 4 key account relationships instead of the 20 you now have assigned to them. The cost of the additional people required to make this change is part of your investment in ...
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The Power of Relationship Assessments
(Powerful Ideas/White Papers)
... Executives and their strategic account managers know how important it is to have an ongoing listening and feedback system that will bring attention to any systems, processes or people that are not meeting ...
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Is the Relationship Healthy?
(Insights/Company-to-Company)
... the supplier. Throw in the fact that most of those people will not fill out even a simple survey and you are faced with a big challenge: how do you truly learn about the health of the relationship? ...
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The Southwest Airlines Way
(Powerful Ideas/Book Reviews)
... created is astonishing. Another practice is “Hire and Train for Relational Competence.” This shows how Southwest hires for people who show they can create relationships quickly and effectively. Southwest ...
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A Sense of Urgency
(Powerful Ideas/Book Reviews)
... that Kotter suggests is to not depend on making a case for change by focusing on the purely logical. He describes this as the fallacy of the case study, where people can logically approach the issues but ...
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When Yes Man Meets Boss Man
(Powerful Ideas/White Papers)
When Yes Man Meets Boss Man by Jose Acevedo, S4 Consulting When senior executives, who do not like to hear “no,” surround themselves, consciously or unconsciously, with people unwilling to say “no,” ...
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Companies Dramatically Improve Sales by Adopting TIPS Selling Process
(Powerful Ideas/White Papers)
... the Sale Supporting and Developing the Relationship Over the last decade we have trained thousands of account salespeople. One company with whom we have been working, Ohio-based Worthington Industries, ...
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Relationship Intelligence
(Powerful Ideas/White Papers)
... understanding of other people’s needs and behavior; and Effective communication skills. When these qualities are well developed and working in alignment, the RI leader makes choices and takes actions ...
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Leadership Challenge of the "Modern" Corporation
(Powerful Ideas/White Papers)
... the implications of these distinctions is inherent for someone who finds himself or herself at the top, as the person held accountable for the performance and results of many people. A dilemma most executives ...
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Quantifying Value Delivered
(Insights/Company-to-Company)
... people, warranty protection, and risk sharing. ...
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The Art of Innovation
(Powerful Ideas/Book Reviews)
... IDEO in 1978 and who developed a workplace where people could create new products and services in the least amount of time. To give one example: In 2000 several IDEO executives appeared on Ted Koppel's ...
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What Clients Love: A Field Guide to Growing Your Business
(Powerful Ideas/Book Reviews)
... Beckwith feels that people learn best when they are told a story. Beckwith argues that firms should nail down the stories they are going to tell about themselves and practice telling them-until everyone ...
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The New Ruthless Economy: Work and Power in the Digital Age
(Powerful Ideas/Book Reviews)
... Head notes that most centers use systems which, in many cases, force highly-trained and capable customer service people to deal with their customers through scripts designed by their employer. There are ...
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Grow To Be Great: Breaking the Downsizing Cycle
(Powerful Ideas/Book Reviews)
... for businesspeople in 2003, when uncertainty rules and the market seems destined to nosedive forever. In times of such uncertainty, cash is traditionally king. Firms hold onto their money, as Fred Allen ...