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December 19, 2005


Big Picture Guy

“Be good to your good customers, be better to your better customers.” That is a useful prescription both in B2B and B2C situations. The important thing is to understand what ‘better’ means and to determine which customers are better on a lifetime value basis.

It is about focus and, in a hyper-competitive environment, there is not enough time and there are never enough resources to be all things to all people.

In October, The Small Office began to look at focus as a core strategy. The exercise was not restricted to customers. Everything was put through an ROI filter: capital projects, R&D effort, marketing spend, sales coverage…even our own people. The outcome, i.e., the placement of investment in all categories, was necessarily on those promising the highest and fastest returns.

The Big Picture, Small Office post URLs focusing on…well…focus are the following:

http://www.bigpicturesmalloffice.com/2005/10/the_one_thing.html; and

Looking to focus or simply seeking an interesting diversion, consider dropping in on The Small Office at any time. We never close.

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