Customer Carousel
The Drawback of Specialization
At the individual level, specialization usually comes in the form of career or labor specialization. Each member of an organization or economy, for example, has
31/07/2019
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ROUNDMAP™
Beyond Competitive Advantage
We’ve discussed the term ‘competitive advantage’ more than once, as described in the book ‘Competitive Advantage’ by Michael Porter. However, competitive advantage is merely one
27/07/2019
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BUSINESS MODEL MATRIX
ROUNDMAP™ Full Stack
To understand what elements and aspects the ROUNDMAP™ mapping system actually contains, we’ve created what we call the ROUNDMAP™ Stack: While the Integrated Customer Lifecycle™,
25/07/2019
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GENERAL
No Polymaths Allowed
During an interview with Peter Thiel for “The Portal” by Eric Weinstein, the discussion on technology and culture made a turn towards how universities are
25/07/2019
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Customer Carousel
Experience Matrix™
Experience Design is widely recognized to be critical to the customer development process. Not just in our digital age, but even long before bits-and-bytes driven
23/07/2019
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CROSS-SILO
Horizontal Strategy
Much of what we do at CROSS-SILO Management Consultants is focused on getting departments to collaborate more effectively to improve customer performance. To that effect,
22/07/2019
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BUSINESS MODEL MATRIX
Coexisting Business Models
A question I get asked a lot is: Can two Elementary Business Models™ coexist within one company? Car Manufacturers versus Car Sharing Platforms Let’s take
18/07/2019
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Making a Case
The Case for Empathy
An article recently published in Harvard Business Review emphasizes the importance of cherishing a culture in which empathy is strongly embedded. As you may know,
13/07/2019
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ROUNDMAP™
The Value Hub™ Theory (2)
You may first want to read part one of the Value Hub™ Theory. If you already have, let’s have a look at how the Value
10/07/2019
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ROUNDMAP™
The Value Hub™ Theory (1)
In hindsight, the idea behind the ROUNDMAP™ originated from a meeting in 2012, to which I was invited, to help determine the future of a
10/07/2019
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GENERAL
Chain of Success™
After 25 years in leadership roles with organizations such as Southwest Airlines, JetBlue Airways, DoubleTree Hotels, and Juniper Networks, Ann Rhoades is a leading expert
09/07/2019
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ROUNDMAP™
Changing to a high-performance culture is no easy task
An empirical study in Bazil (2018) with regards to adaptive and non-adaptive cultures in organizations revealed some interesting facts, which could be seen as a
08/07/2019
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ROUNDMAP™
Value Chains versus Jobs-to-be-Done
While reading Michael Porter’s bestseller Competitive Advantages (1985), in which he described the conditions with regards to Competitive Differentiation, I noticed some striking similarities with
08/07/2019
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Customer Carousel
Salesforce Brings A Data Platform for Data Unification
Salesforce has recently unveiled its Customer Data Platform (CDP) with the next generation of Customer 360. New platform services will enable companies to unify disparate
30/06/2019
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ROUNDMAP™
ROUNDMAP™ Universe
ROUNDMAP™ Customer 360 consists on two dimensions, on the one hand a vertical perspective, consisting of the Business Model Matrix™, the Value Position Matrix™, and
26/05/2019
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BUSINESS MODEL MATRIX
Business Model Matrix™
While creating the Integrated Customer Lifecycle™, interconnecting all front-line departments, we found remarkable similarities between a focus on sales and the traits of Customer Centricity.
18/05/2019
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CROSS-SILO
Quality Control
It might seem strange to talk about quality control in context of the customer creation process, however, when we compare product specifications to customer expectations,
17/05/2019
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CROSS-SILO
Business Process Integration
In today’s business world, collaboration is key, not only for humans, but also for systems. Business Process Integration is a distinct practice in itself that
16/05/2019
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ROUNDMAP™
To Whom It May Concern
What’s the ROUNDMAP™ for? It is a question I get asked a lot. So let me give you a sense of how and when you’ll need the mapping system and use it to your advantage.
15/05/2019
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BOOKS
The Silo Effect by G. Tett
In her book, The Silo Effect, FT journalist and antrolologist Gillian Tett describes the destructive effects of mental, functional and data silos on collaboration, performance and innovation.
13/05/2019
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CROSS-SILO
A New Symbol
The ROUNDMAP adopted a new symbol, representing a joint of the business roadmap and the customer roundtrip.
11/05/2019
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GENERAL
Equitability
What made us create the ROUNDMAP™ can be captured in one word: EQuitability. It means being fair, just, and honest. We believe all businesses have
17/01/2019
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ROUNDMAP™
Equity and Leverage
There is some understanding on what differentiates product centricity from customer centricity with regards to focus, but much less with regards to growth. Let’s have
28/11/2017
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ROUNDMAP™
ROUNDMAP™ Too Complex?
Whenever I show the ROUNDMAP™ for the first time, a person’s eyes speak volumes. Obviously any all-encompassing model, even those with just a handful of
29/10/2017
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ROUNDMAP™
Making of the ROUNDMAP™
One of the most common questions I get is: What made you create the framework? With this blog I’m hoping to answer that question for
28/10/2017
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BOOKS
Book Customer Dynamics™
Customer Dynamics will be published early 2020. The book will address the ROUNDMAP™, an interconnected mapping system of the Customer Dynamics, its context and inherent implications.
30/06/2017
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