Posts Tagged "Customer"

Who is Your Customer?

Who is Your Customer?  This may be easy for many businesses especially if they are selling consumer goods.  If you ask any service organization at a University, the standard response is “Students are our main customers”.  The rationale here is that without…

Services, customers and citizens

If we provide a service that is a monopoly or natural-monopoly, how should we relate with those who use our services? What’s the most appropriate metaphor to use, to guide our decision-making? I’ve been thinking hard about this for quite a while…

Customer-Driven Conversation

Understanding how to handle customer needs and expectations is critical to success. From better service levels to lower costs to new, innovative product offerings, the pressure is on for organizations to go above and beyond. And, as consumerization continues its exponential growth,…

Our Students: Products or Customers?

I was in a great session at SGHE Summit Conference facilitated by my good friend Brian Knotts (@brian_knotts) titled the Future of ERP. The discussion began with a suggestion from me that our higher education institutions need to find ways to become…

3 Tips to Improve New Client On-boarding

In its nature, new client on-boarding is prone to error. For example, to bring on a new customer a financial services firm often goes through redundant, manual paper-intensive processes – producing bottlenecks so large that it takes several weeks, or even months,…

Who is the customer?

Who is the customer, in a business model? That’s perhaps not as simple as it sounds. I’ve been working on a long how-to post on using Business Model Canvas in a non-profit context, and realised that even in a commercial context it…

Who Owns the Online Customer Channel?

Guest post by Brian Saperstein One of the more fascinating organizational challenges I’ve worked on with clients lately relates to an organization’s online interactions with its customers. The online customer channel is seen by some as a marketing vehicle, some view it…

Embedding Intelligence into a Business Capability

In some recent posts, I have talked about embedding different forms of intelligence in a business process. Intelligence may make the process more powerful, or it may merely make it more internally efficient. But in the examples I've looked at so far,…

Enterprise Tempo

An enterprise operates at several different tempi. For example A retail chain has one tempo aligned to the customer visiting the store, a longer tempo for purchasing and logistics, and a longer one still for planning and establishing new stores A military…

Is it really “Zachman’s Fatal Flaw”?

My friend Nick Malik wrote a post - Zachman’s Fatal Flaw: No Row for Customer.  Here is my response … Do I believe that Zachman’s Framework is fatally flawed?  No. It all depends on your perspective and that to me is defined…
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