8 months, 20 days ago

Gross Demoter Score

Marketing departments of so many organisations these days seem obsessed about their Net Promoter Score – the percentage of customers who’ll promote their products to others. “Free advertising!” is how some have described it to me – hence very enticing to

1 year, 8 months ago

Using the Capability Inventory for municipalities

Using the Capability Inventory for municipalities I was talking to Marino the other day and he told me he would like a special capability inventory for a municipality. I said that there is no need to have a special capability inventory, the basic pattern exposed in the original capability inventory should cover any organization. In fact […]

1 year, 8 months ago

Using the Capability Inventory for municipalities

Using the Capability Inventory for municipalities I was talking to Marino the other day and he told me he would like a special capability inventory for a municipality. I said that there is no need to have a special capability inventory, the basic pattern exposed in the original capability inventory should cover any organization. In fact […]

1 year, 9 months ago

The Capability Inventory

This model is part of my toolbox for working with capability architectures. The Capability Inventory I know that there is certain ways of naming a capability and also that there are other principles that people and I promote that you should adhere to when designing your capability map. Here I’ve taken some liberties in regards to those […]

2 years, 1 month ago

Designing and Managing a Multichannel Architecture

2014 was the year when digital became a significant priority for organisations, for the first time customers were becoming more advanced in the use of technologies and with this came a greater level of expectation. Customers (Including me) expected things in digital to be quicker, and just work. However most were left disappointed (including me) when Read More

2 years, 3 months ago

Understanding and owning the customer ecosystem

The world of digital is changing the face of the business landscape. Established household names are now going toe to toe with new kids on the block, and in some cases their customers are becoming the competition. The product is no longer the differentiator, it is about owning the eco system, and it is the Read More