Канал: Customer Centric Business

The Formula for Priorisation Mark Hocknell

The Formula for Priorisation Mark Hocknell

OKRs and PuMP Mark Hocknell

OKRs and PuMP Mark Hocknell

What are we trying to achieve with KPIs Mark Hocknell

What are we trying to achieve with KPIs Mark Hocknell

Coaching for Performance Overview Mark Hocknell

Coaching for Performance Overview Mark Hocknell

Results Mapping Cause and Effect

Results Mapping Cause and Effect

Outcomes Frameworks and PuMP Overview

Outcomes Frameworks and PuMP Overview

Using Outcomes

Using Outcomes

Results Map Story One City Water Utility

Results Map Story One City Water Utility

Results Map Story Three Regional Govt

Results Map Story Three Regional Govt

Results Map Story Two City Govt

Results Map Story Two City Govt

How to develop SMART Goals

How to develop SMART Goals

Customer Centric Business

Customer Centric Business

Let's get clear about targets

Let's get clear about targets

Getting clear on the language of planning and measurement

Getting clear on the language of planning and measurement

The Five Levels of Customer Engagement

The Five Levels of Customer Engagement

No profit bludging, please!

No profit bludging, please!

Customer Centric Business Model

Customer Centric Business Model

Developing Value Propositions that will resonate with your customers.

Developing Value Propositions that will resonate with your customers.

Customer Strategy, and the value of your customer portfolio .

Customer Strategy, and the value of your customer portfolio .

Customer Centric vs Product Centric approach

Customer Centric vs Product Centric approach

Leading Sales Teams

Leading Sales Teams

The fear of judgement from others

The fear of judgement from others

Profit by Design - overview of the book.

Profit by Design - overview of the book.

Measuring Outcomes in Government

Measuring Outcomes in Government

Buy-in - and how to get it.

Buy-in - and how to get it.

XmR charts. A better tool for understanding what performance is doing.

XmR charts. A better tool for understanding what performance is doing.

Top Three Considerations for Value Propositions

Top Three Considerations for Value Propositions

Using Plan Do Check Act Cycle in planning.

Using Plan Do Check Act Cycle in planning.

Two-way Value Exchange

Two-way Value Exchange

The Performance Measurement Blueprint Workshop

The Performance Measurement Blueprint Workshop

Planning - only chose Initiatives when we know what performance is doing.

Planning - only chose Initiatives when we know what performance is doing.

No more 'proxy measures' for performance.

No more 'proxy measures' for performance.

Outcomes-based approaches - and setting meaningful performance expectations.

Outcomes-based approaches - and setting meaningful performance expectations.

Develop a Customer Strategy before you start your customer experience initiative.

Develop a Customer Strategy before you start your customer experience initiative.

Three key things to remember about using data, measurement and KPIs.

Three key things to remember about using data, measurement and KPIs.

Your customer strategy is the first step towards customer centricity.

Your customer strategy is the first step towards customer centricity.

Make progress towards the new strategic position, measurable progress towards vision and purpose.

Make progress towards the new strategic position, measurable progress towards vision and purpose.

Ensure your vision and mission is clear enough to measure

Ensure your vision and mission is clear enough to measure

The balance required for leading sales teams - Mark Hocknell

The balance required for leading sales teams - Mark Hocknell

Evidence-based Leadership - Mark Hocknell

Evidence-based Leadership - Mark Hocknell

PuMP - The Performance Measurement Methodology - Mark Hocknell

PuMP - The Performance Measurement Methodology - Mark Hocknell

The Customer Centric Approach to Business - Mark Hocknell

The Customer Centric Approach to Business - Mark Hocknell

Focus on results and deconstruct complex targets

Focus on results and deconstruct complex targets

Operational Excellence Forum

Operational Excellence Forum

Customer Centricity - Mark Hocknell

Customer Centricity - Mark Hocknell

The WHY of KPIs and measuring performance

The WHY of KPIs and measuring performance

KPIs and individual performance agreements

KPIs and individual performance agreements

Consequences of complex targets

Consequences of complex targets

Customer Lifetime Value

Customer Lifetime Value

Action Orientation

Action Orientation

Executive accountabilities

Executive accountabilities

Target Setting

Target Setting

Missed opportunity Performance Measures demonstrate progress

Missed opportunity Performance Measures demonstrate progress

Customers are the True Assets of any Business

Customers are the True Assets of any Business

Measuring Organisational performance and setting targets

Measuring Organisational performance and setting targets

The need to reorganise to realise the benefits of the customer centric approach

The need to reorganise to realise the benefits of the customer centric approach

Benefits Customer Centric Business

Benefits Customer Centric Business

Measures before Ideas

Measures before Ideas

35% Wasted Effort in planning

35% Wasted Effort in planning

Evidence based leaders

Evidence based leaders

The Eight Misleading Traditions of Sales

The Eight Misleading Traditions of Sales

Personal Selling and Leading Sales Teams (part 2)

Personal Selling and Leading Sales Teams (part 2)

Personal Selling and Leading Sales Teams (part 1)

Personal Selling and Leading Sales Teams (part 1)

Time for a fresh approach - hang-overs from the Industrial Age

Time for a fresh approach - hang-overs from the Industrial Age

How our customers define value

How our customers define value

Profit by Design Workshop

Profit by Design Workshop

The 5th Tenet of the Customer Centric approach to Business

The 5th Tenet of the Customer Centric approach to Business

Profit by Design - Mark Hocknell

Profit by Design - Mark Hocknell

Businesses are Systems that Deliver Value for Customers

Businesses are Systems that Deliver Value for Customers

Mark Hocknell on PuMP

Mark Hocknell on PuMP

Not all customers are equal

Not all customers are equal

Second Tenet of the Customer Centric approach to business - It's all about people

Second Tenet of the Customer Centric approach to business - It's all about people

Businesses Exist for Customers

Businesses Exist for Customers

Let's Ban KPIs

Let's Ban KPIs

The Customer Centric Approach to Business

The Customer Centric Approach to Business

The Top 4 Tips for B2B Sales

The Top 4 Tips for B2B Sales

Architecture for Customer Engagement

Architecture for Customer Engagement

Customer Engagement

Customer Engagement

Customer Value Propositions

Customer Value Propositions

Customer Portfolios profit and advocacy

Customer Portfolios profit and advocacy

The Architecture for Customer Engagement - Mark Hocknell

The Architecture for Customer Engagement - Mark Hocknell

Profit by Design - Mark Hocknell

Profit by Design - Mark Hocknell