by Sam Klaidman | Nov 1, 2017 | Customer Value Creation
Note: If you are like me and believe that creating customer value should be the primary focus of a business then jump straight to this post. However, if you believe that focusing primarily on creating shareholder value is the best strategy then read “The Quest For...
by Sam Klaidman | May 29, 2017 | Growth
When most of us read stories about how low-cost, open-source products disrupt this industry or that one, we say: “Can’t happen to me. Our products are too complicated, have too little volume, or just not interesting enough for the disrupters.” Think...
by Sam Klaidman | Sep 12, 2016 | Growth
A few years ago,, I wrote a blog post titled Breaking Old Habits Is Not A Dirty Word – It is A Major Business Imperative. Since then, there have probably been hundreds of business books and who knows how many thousand articles and blog post published on this...
by Sam Klaidman | Aug 1, 2016 | Growth
In Customer Service, we fixate on retaining our key employees. These are usually our customer-facing folks with years of history with our customers and tons of irreplaceable product knowledge. And we think our relationship with our customers makes us all part of a...
by Sam Klaidman | Feb 8, 2016 | Customer Value Creation
Introduction In 1960, Prof. Theodore Levitt gave marketers a massive dose of reality when he made this famous statement and demonstrated a so-so business outcome: He was talking about customers wanting the outcome they could obtain using the tool, not the tool itself....
