Forget the useless tools with which you hammer away at the customer thing. It's time to face reality.
If your organization isn't led and motivated to drive customer profitability-and if people aren't being held accountable for it-you're just pushing peas around on your corporate plate.
I'm here to get in your face with the truth.
You need to zero in on the deeply rooted things in the way your organization is wired that get in the way of your customer commitment. If you don't, you'll remain a machine of mediocrity. (Yawn.)
You don't have to level your silos-but you do need to get them
to work
together
and wrap themselves around your customer.
How do you bring them together? How do you get people sliding in from one meeting into yours to really focus? Well.you become human duct tape. You learn how to connect the silos and the projects and the objectives and the budgets so that they aggregate up to something for customers.. These are the things I've learned in the trenches. Mostly by trial and error, pushing that rock up-hill and having it fall on my head. By trying one thing, then another, then another, until something worked. |
