Monthly Archives: March 2010

C.K. Prahalad’s latest column

Posted on March 27, 2010 by Mitch Gooze

In the latest (April 2010) HBR, C.K. Prahalad has a column titled “Best Practices Get You Only So Far”. In it he essentially echoes our own writing in Value Acceleration (and in published papers for several years prior). To put … Continue reading →

Profitability in trailing-edge markets

Posted on March 25, 2010 by Mitch Gooze

While most companies slug it out to be the leader in the “next new thing,” or work to be fast followers, a few companies profit on the trailing edge. When products fade away, they rarely disappear. They just aren’t in … Continue reading →

Posted in strategy | Tagged how to make money in dying markets, instant film, obsolete products, Polaroid, Polaroid film, SX-70, trailing-edge markets | Leave a comment

Designing Your Sales Process

Posted on March 19, 2010 by Mitch Gooze

Many companies approach us to help them redesign their sales process. Our starting point is always the same. You can read about that starting point or watch this short video. Ralph

Posted in sales | Tagged aligning sales process with buying process, customer buying processes, improving a sales process, sales process improvement | 1 Comment

Modern Sales Training

Posted on March 18, 2010 by Mitch Gooze

We don’t usually talk about other consulting or training firms in our posts unless it is positive. However, I have been spam emailed over the last several days by the local Sandler Training person pushing his latest sales 3-hour executive workshop … Continue reading →

Posted in sales | Tagged facilitative questions, how do sales people get better, Sandler Training, talking versus listening in sales, the Secret to Selling More, what should sales people do | Leave a comment

How they buy can be more important than what they buy

Posted on March 16, 2010 by Mitch Gooze

The original Xerox machine, the 914 copier, was not particularly successful until the company allowed people to have the machine and buy copies as needed. People did not feel they would use the machine enough to justify its purchase, but … Continue reading →

Posted in sales | Tagged 914 copier, home solar systems, how customers buy, innovation in solar panel buying, streamlining buying, Sungevity | Leave a comment

Removing waste increases profits

Posted on March 9, 2010 by Mitch Gooze

In June of 2007 I posted about the mis-application of 6-Sigma to innovation and creativity. However, the idea of removing waste that does not add value can still be applied to so-called creative processes. To wit, Partners & Napier, a … Continue reading →

Posted in 6-Sigma, Innovation, process management | Tagged ISO 9000 in ad agencies, ISO 9000 in marketing, price pressure on ad agencies, process applied to creativity, reducing costs that don't add value, reducing the cost and time of creative processes, the cost of re-work | Leave a comment

Will it be over soon?

Posted on March 3, 2010 by Mitch Gooze

The consumer advocate for the San Jose Mercury News writes a column he calls “Action Line.” In today’s column he published a letter from a consumer who had a problem with a treadmill and called Sears Home Services for a repair … Continue reading →

Posted in customer satisfaction, customer service, retail | Tagged Is Sears in decline, s, Sears, Sears Home Services, Sears service failures, Using the Better Business Bureau to get results | Leave a comment

U.S. Postal Service to consider everything … really?

Posted on March 2, 2010 by Mitch Gooze

John Potter, U.S. Postmaster General, is widely quoted today as saying that the USPS must “consider everything” in fixing the revenue shortfall and losses facing the USPS. He is then quoted as discussing options such as closing branches to allow … Continue reading →

Posted in customer satisfaction, customer service | Tagged Fed Ex vs the postal service, John Potter, Postal service cost cuts, postal service reductions, Postmaster General addressing cost savings, U.S. Postmaster General, USPS cost cuts, USPS service failures | 3 Comments

What’s really wrong at Toyota

Posted on March 1, 2010 by Mitch Gooze

Akio Toyoda spoke to the U.S. Congress last week and apologized for his company’s failures to perform. (As an aside, it is interesting that Charlie Rangel has no problem holding Mr. Toyoda responsible for the failures of people who work … Continue reading →

Posted in Automobile Industry, process management | Tagged Akio Toyoda's apology, Charlie Rangel, Root cause analysis, taking responsibility, Toyota acceleration problems, Toyota's recall, what is the cause of the problems at Toyota, what's really wrong at Toyota | 1 Comment