Comments on: Defining “Customer-Focused Strategy”

By: Becky Carroll

Becky Carroll — Wed, 21 May 2008 17:28:24 +0000

Graham, I am actually very against any “be nice to customers just because” ideas, so thank you for pointing that out. A different perspective always helps! Customer focus should be a strategy – and strategies include clear metrics and ROI for both customer and company. Great feedback.

Glenn, glad you got what you needed from this set of conversations! I like the direction you are heading.

By: glennross

glennross — Tue, 20 May 2008 17:55:32 +0000

Becky, Thank you SO much for creating this post. Not only did I listen and act, but I also heard your commenters. Here’s the latest version:
http://www.allbusiness.com/company-activities-management/operations-customer/10206589-1.html

Regards,

Glenn

By: Graham Hill

Graham Hill — Thu, 15 May 2008 21:10:09 +0000

Hi Becky

I read Glenn’s definition. And yours too. Both seem to be stuck in what you might call the ‘being nice to customers because, well, because…’ camp. Almost as though ‘profit’ is a nasty word, even if it comes through mutual value exchange.

No customer-focussed strategy will EVER work unless it profitable for the organisation developing it. So all definitions need profit or some proxy for profit in them

Just a thought.

Graham Hill
Independent CRM Consultant
Interim CRM Manager

By: Becky Carroll

Becky Carroll — Thu, 15 May 2008 14:38:04 +0000

Thanks, Esteban, I agree with you. When I stated that each customer touch has to add value, I meant that the value needs to be to the customer (they need to get what they want/need) and to the business (they need to grow their business). But I didn’t state it explicitly – so thank you!

By: Esteban Kolsky

Esteban Kolsky — Thu, 15 May 2008 14:31:55 +0000

Great discussion! I just posted an entry into my blog about this, as a way to extend just one inch the definition. I like your approach to this, but to answer the question you posed at the end of your entry – i think there is something missing… often missing from every single solution. It is one of those things that is usually assumed, but that I discovered through time that it is better said that implied.

Check out my blog at http://evergance.wordpress.com

By: Becky Carroll

Becky Carroll — Thu, 15 May 2008 14:21:21 +0000

Thanks, Meikah! I like what you said: it has to be a way of life. That is the essence of this. However, it doesn’t become a way of life by accident; it takes determination to get it done – and keep it going.

Rock on, Meikah!

By: Meikah Delid

Meikah Delid — Thu, 15 May 2008 03:21:20 +0000

Good discussion going, Becky! I agree with you when you say that a customer-focused strategy takes time, a lot consultation and interaction with both external and internal customers. Thus, it’s more than customer service, it has to be a way of life for the organization.