I think it had something to do with my work in new product development in the pharmaceutical industry. And how we served, or failed to serve, each other in the workplace. And the impact that dysfunction had on how we served our clients.
You see, as a scientist, I often was called into meetings to “translate” what the technical folks were saying so the business types could understand.
My blended customer retention strategy blurred the legacy lines of departmental mindset, business models, corporate hierarchies and professional disciplines.
As a result, my own professional performance made a quantum leap out of the status quo. In addition, my clients and colleagues began to notice “something different” in the quality of solutions I proposed.
Fast forward to the formal recognition of the industrial Internet of Things ecosystem, the Fourth Industrial Revolution. What is involved in doing business within this environment? Nothing more than a blending of accountability and ownership as data becomes the common denominator of the enterprise. Corporate silos tip over as the workplace gradually becomes more horizontal in structure.
Notice any similarities? I sure did.
My blended customer retention strategy was right there, as it always has been. At the intersection between customer acquisition and customer retention.
I look forward to sharing my perspective with you on Wednesday, June 14, at 11 AM ET on the BrightTALK Sales Experts Channel. I’ll be speaking about why blended Customer Retention is both an Art Form and a Strategy. Sign up here.
Not surprisingly, my webinar crosses organizational boundaries. So please share this information not only with your Engineering, Customer Service, Quality, Operations and HR departments. Also, share with your Sales, Marketing and Sales Operations folks, as well. The content is evergreen, so you can re-access as a resource. Then again, you can contact me for information about Workshops.
My intent is to move you 1 millimeter outside your current professional comfort level. Why? Because that is how you learn new things, by “seeing” them differently. Also, this approach catalyzes people, teams and businesses out of ingrained habits which hold them back. I want you to move forward.
Developing a blended customer retention strategy is not only a business and operations strategy. It also is a professional development strategy.
Today’s customers are looking for that magic combination of products, services and people who can help their companies grow and expand. Like your own organization, your clients are wrestling with the seemingly endless technological advances which characterize the digital age in which we live.
I will offer you a strategy and some tactical steps you can take, alone. Or perhaps you would like to enroll in one of my One Millimeter Mindset Coaching Programs. Either way, you will grow and expand yourself, professionally.
Today’s customers demand better and better products and services, as well as a better and better YOU.
In my Playbook, a blended customer retention strategy begins the first time you meet with a customer, regardless of your job function, pay grade, or title. How many opportunities do you get to do that, each day?
And those customers demand better and better product, service and YOU delivery throughout the duration of their relationship with your organization. Do you know what it takes to continuously fulfill their expectations?
To find out the answers to my questions, join me on Wednesday, June 14, at 11 AM ET on the BrightTALK Sales Experts Channel. You will discover why blended Customer Retention is both an Art Form and a Strategy. Sign up here.
I look forward to working with you!
Babette Ten Haken writes, speaks, coaches and consults about collaborative value creation for customer retention. She humanizes the Voice of the Industrial Internet of Things ecosystem by facilitating cross-functional workforce collaboration. Contact Babette to discuss how she can bring her programs to life for your organization.