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Strategic Questions

strategy Feb 11, 2011

Former Avaya CEO Louis D’Ambrosio’s frames strategic planning this way: “We’ve established three key priorities: strategy, execution, and culture. What’s most important is the interrelations between the three.” Given the formation of your go-to-market strategy and its objectives, actions, and resources, four question areas will arise:

  • What major issues must be faced?
  • What key decisions must be made?
  • What information...
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How to Identify Your Historic Customer

Often, businesses don’t take the time to define who their ideal customer is.

Not simple stats on the status quo of current customers – but thinking through who their “ideal” – best – perfect –want more of these – customers are.

To define your ideal customer you first need to have a firm understanding of who your historic customer is – no time travel required. I simply mean the type of customer...

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Persistent Value Props

value proposition May 19, 2010

I’ve been asked at times to describe the I3 Principles (innovation, indispensability, and inspiration) for the value propositions for companies that have been in the lead for a long time. That is to say, how can they still be innovative after all these years? How are companies like Southwest or Nordstroms still innovative today? How are some of these other companies innovative in the context of – or in consideration of – the fact that their value proposition has...

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The Real Thing… the Heart Thing

customer service Mar 24, 2010

Flying to the technology conference DEMO, in Palm Desert with a client. Instead of thinking about the conference and what I will see and who I will meet – I’m wondering, “why doesn’t Southwest fly Philly to Palm Springs?” Really. Because it makes a difference to me. Hmmm…

Have you ever wondered why Southwest is such a leader in its field?

Perhaps it’s because it offers superior airplanes or it could be because of their hiring process which...

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Why Do Some Businesses Thrive And Others Fail In A Recession?

ownership recession Oct 05, 2009

Editor's Note: This post was originally published 10/05/2009 and has been updated for accuracy and relevance. 

Success in business means being able to weather storms. Often times, we credit external reasons for the growth or failure of a business--but by looking at the past we can learn what is truly essential for a business's success or failure.

In 2008, the New York Times published a video called Small Business Weathers the Recession. It features three small...

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