Posts Tagged ‘competitive advantage’
Monday, January 23rd, 2012
Our businesses are relentlessly becoming more complex. We are engaging with an expanding network of contractors and partners to get our work done. We are utilizing more diverse channels to reach more customers. We are operating in more countries and in more languages, while we wrestle with more regulations and market variables.
In one sense, this complexity is a dangerous enemy. Complexity can increase the probability that some process somewhere will break or that somebody will do something wrong. Orders get screwed up. Customers get ticked off. Revenue goes out the window.
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Tags: collaboration, competitive advantage, complexity, information organization, information socialization, information technology, ROI, search, Velocity
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Monday, December 12th, 2011
One of the most unfortunate casualties of the current economic downturn is the diminished ability and willingness of business leaders to think seriously and practically about the future. When you’re facing crises in revenue and margins today, there is a natural disinclination to think much about tomorrow. After all, if you don’t survive the present, it doesn’t much matter what’s going to happen in the long term.
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Tags: Big Data, business performance, collaboration, competitive advantage, customer satisfaction, data growth, economic value, Information Optimization, knowledge management, social media
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Tuesday, December 6th, 2011
[Excerpt from Vineet Nayar, vice chairman and CEO of India-based HCL Technologies] “The conventional wisdom, of course, says that companies must always put the customer first. In any services business, however, the true value is created in the interface between the employee and the customer. So, by putting employees first, you can bring about fundamental change in the way a company creates and delivers unique value for its customers and differentiates itself from its competitors.”
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Tags: #CXO tweet chats, collaboration, company strategy, company vision, competitive advantage, customer knowledge, customer service, customer-centric culture, employee engagement
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Monday, September 12th, 2011
Some business and technology decision-makers are rather hesitant about making significant new investments in technology right now. To their way of thinking, it isn’t prudent to spend on a new customer solution implementation right now because demand for their current products is so uncertain. In their minds, it’s better to wait until things pick up a bit. Then, they say, they’ll consider investing in some fancy-schmancy new technology.
This way of thinking is, however, exactly wrong—especially today.
There are three reasons in particular why the failure to invest in a competitively differentiated customer engagement now is completely wrong-headed:
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Tags: competitive advantage, customer, customer experience, demand, institutional knowledge, investment, market, technology
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Thursday, July 14th, 2011
Every business conversation always circles back to the customer. At a recent #innochat on innovation Graham Hill [@grahamhill] asked, “Do customers need us to innovate?” My immediate response was customers “expect” us to innovate—when we don’t we end up at memorial services. And sadly enough it would be our own service.
Tenuous competitive advantages coupled with increased global competition mandate that we continuously innovate or risk losing our customers to competitors. Added to this, customer expectations seemingly inch higher daily. Customers want us to anticipate their needs, to develop new products, to innovate, and deliver solutions that bring efficiency to their business processes, their homes, and their life as a whole.
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Tags: competitive advantage, customers, CXO, innovation
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Monday, March 7th, 2011
Sometimes as product managers, we put on blinders and focus solely on the feature sets of our product and service offerings. We are always looking to add the next “one & only” feature to give our offering more check boxes than the closest competitor. Often times we forge customer relationships not to understand the customer’s need, but to identify the next big feature to help us leap frog our competition. However, in an era where a competitive edge is as fleeting as a breath, you cannot rest on the laurels of product features. Just look at how quickly the “tablet wars” started.
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Tags: competitive advantage, customer experience, differentiators, product innovation, product management
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