Do you know if there are things that your customers are tolerating today that they might not tolerate tomorrow? Do you have a way of finding out? Or do you just think because a customer continues to pay today, that there is no risk for the future? Or are afraid to poke-the-bear and rattle a customer about something you can’t address today.
It happens. Buggy software. Late delivery. Escalations. Sometimes we disappoint customers. It happens. But then how do you protect and grow the account in these situations? How do you start a turn-around? There are strategies that can help.
If you run any type of repeat or subscriber business, where you have an existing contract or agreed price, then your deals and marketing efforts to acquire new customers, can sometimes be perceived as negative marketing to existing customers if they aren’t offered any deals at all. Especially, if they are not happy or at […]
At the heart of the Lean business model, is an exercise to define a Value Proposition statement for the business, including identifying the top benefits that we provide customers. It’s then used as a true north compass in developing the product and as a core part of our promotional messaging. But, how do we know […]
Being naturally a bit of a maven, and also a closet gamer, I tend to fall into the camp of a super user or early adopter of technology. When I like a product, I dig in and figure out how it works. I tend to use features regular people wouldn’t consider. Like the database functions […]