Babette Ten Haken

Contact Babette
  • Home
  • Programs
    • Keynote Presentations
    • Breakouts & Workshops
    • Coaching & Facilitation
  • Blog
  • About Babette
    • Testimonials
    • Honors & Awards
  • Contact Me!
You are here: Home / Collaboration And Convergence / Complex Customer Retention Issues challenge Linear Thinking

Complex Customer Retention Issues challenge Linear Thinking

August 16, 2017 by Babette Ten Haken Leave a Comment

complex customer retention issuesMultifactorial complex customer retention issues challenge how teams think, work and collaborate, even the best teams.

Consider the growing number of complex selling, technical and engineering environments, like those found within Industrial Internet of Things (IIoT) ecosystems. These complex scenarios are your clients’ new norm.

As a result, customer acquisition and retention processes become equally complex.

When teams apply linear thinking to multifactorial, complex customer retention issues, solutions fall short of identifying not only probabilities but possibilities, as well.

Right now, there’s a lot of business buzz going on about the merits of design thinking (solutions-focused) versus linear thinking (problem-focused). However, design thinking is not the latest business and sales flavor of the month. Why?

Not only are design thinker brains cross-trained. Also, the brain craves new insights, data and analytics to provide better and better customer experience when serving clients.

If you are a STEM-trained professional (Science, Technology, Engineering, Math) like I am, design thinking represents how you were trained to think. In fact, like me, you find linear business processes limit the creativity and innovation required to produce enduring yet nimble client outcomes.

However, not all professionals develop a cross-functional capacity for solving complex customer retention issues.

Rather, many professions – like the sales profession – still heavily depend on linear-based methodologies. These processes reinforce longitudinal, step-wise programs targeting production of specific outcomes on a quarterly basis. Then managers hit the Reset button and these processes begin, anew.

First, consider that assembly-line business processes featuring linear thinking mirror the rise of post-industrial mindset. As a result, this mindset and training well-served business and sales teams in post-industrial environments.

However, automated and now intelligent business and manufacturing environments no longer resemble a post-industrial assembly line. As a result, potential and current client teams no longer think, collaborate or create within linear work environments and business models.

Where does your own team stand, along this non-linear and collaborative continuum?

Consequently, linear approaches to customer acquisition become major causal factors creating complex customer retention issues.

Linear business processes do not integrate well with non-linear design thinking mindset. Linear mindset focuses on problems while design thinking continuously focuses on practical as well as innovative solutions.

When teams default to status quo processes of drilling down to determine the root cause of a problem, they tend to become destructive rather than constrictive. They eliminate all the good stuff in their zealous search for the “one factor” that apparently causes everything. Except that environments change over time. As a result, the one causal culprit today may not represent the causal culprit tomorrow. This process becomes a recipe for reinforcing status quo solutions when problem-solving. Sound familiar?

However, when teams deploy design thinking, they search for multiple solutions to a problem. Rather than deconstructing, they innovate or construct. Potential solutions are stored rather than jettisoned, because as client context changes those innovative solutions may come in very handy, indeed.

Target creating innovative client outcomes when dealing with multifactorial, complex customer retention issues.
  1. First, realize that complex, non-linear and dynamic business environments are the new norm, courtesy of big data and predictive analytics.
  2. Then, consider that at different points during a customer’s lifecycle, different variables impact execution of customer retention strategy. As a result, customer retention environments are never static.
  3. As a result, when addressing complex customer retention issues, opportunity creation and innovation are the goals.

Consequently, in complex business and manufacturing environments, continuous reduction or elimination of complex customer retention issues becomes a continuous, cross-functional and innovative process. Your timeline extends way beyond your organization’s fiscal quarter.

How do you think, linearly or non-linearly? Are you ready to cross-train your team’s brain? Let’s get to work!

Planning your next team, corporate or association meeting? Searching for a one-on-one catalyst to get you unstuck? Engage me to present a One Millimeter Mindset ™ program! Delivered virtually or in-person. Contact me here.

I am an extroverted STEM professional and left-brain thinker specializing in professional innovation, cross-functional leadership and client retention. I catalyze professionals to translate across communication and collaboration disconnects. Become more professionally visible, cross-functionally relevant and strategically valuable to your organizations. Better serve each other first so you better  serve your clients together. One millimeter at a time. My One Millimeter Mindset™  virtual and in-person speaking programs leverage Voice of the Customer design methodology and storytelling to move individuals, teams, departments and organizations one millimeter beyond yesterday’s tools and today’s professional comfort zones My playbook of cross-functional collaboration, Do YOU Mean Business? is available on Amazon.com. Contact me here.

Image author: dizain Image source: Fotolia

Enjoy this post? Please share it!

Share on TwitterShare on FacebookShare on LinkedInShare on EmailShare on Reddit

Filed Under: Collaboration And Convergence, Customer Experience, Success, Loyalty, Retention, Professional Development Tagged With: complex customer retention, customer acquisition, customer experience, customer retention, design thinking, linear thinking

About Babette Ten Haken

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Hire Babette to speak at your next conference or corporate meeting.

https://youtu.be/Yf-h80O_QZ4
Sign up to receive posts via email
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide
No spam, ever. Promise. Powered by FeedBlitz
SalesProCentral
Customer Experience Update

Categories

  • Collaboration And Convergence
  • Customer Experience, Success, Loyalty, Retention
  • Human Capital & Industrial IoT Workforce
  • Professional Development
  • Trending Book Reviews
  • Uncategorized

Recent Posts

  • Who Are You Creating Your Professional Legacy For?
  • Are You Helping Clients Prioritize Their Own Needs or Your Needs?
  • Are You Serving Yourself First, Serving Others, or Being Self-Serving?
  • One Millimeter Mindset® 2022 Blog Post Review #1
  • Idea Velocity Moving Faster Than Clients Process Proposed Solutions?

Archives

Revenue-Generating Problem Solving | Professional Innovation | Collaborative Leadership | Keynotes, Workshops, Facilitation Learn more....

Contact Babette
Sign up to receive posts via email
Please wait...
Please enter all required fields Click to hide
Correct invalid entries Click to hide
No spam, ever. Promise. Powered by FeedBlitz

Recent Posts

Who Are You Creating Your Professional Legacy For?

Are You Helping Clients Prioritize Their Own Needs or Your Needs?

Are You Serving Yourself First, Serving Others, or Being Self-Serving?

Follow Us!

Follow Us on FacebookFollow Us on TwitterFollow Us on LinkedInFollow Us on Instagram

Privacy Policy

Change Catalyst | Revenue-Generating Problem Solving | Professional Innovation | Collaborative Leadership | Keynotes, Workshops, Facilitation
Sales Aerobics for Engineers®, All Rights Reserved 2022 ©
By continuing to browse the site you are agreeing to our use of cookies