Reflections on customer relationship management and change management


09-02-2010

Focusing on what your customers want is one of RiverRhee Consulting‘s four areas of expertise. These reflections are a quick review of recent blogs that Elisabeth Goodman, Principal Consultant, has been writing on this topic. RiverRhee Consulting is also working with the Creation Company in this area.

Using surveys and other approaches for determining customer value
This blog is based on Elisabeth Goodman's and other speakers’ presentations at the DIA Clinical Forum in Nice last October, and stresses the importance of developing strong customer relationships, and using these and other approaches to determine customer value before choosing to do surveys.

Some powerful quotes on this topic
"There is nothing so powerful as an idea whose time has come." Victor Hugo. This quote reflects the enormous difference in implementing change when the door is open as opposed to when it is not. Change agents need to be receptive to this and also explore how they might find the customer or other stakeholder with the open door! The change approach referenced in the attached flyer may be one way to do this.

"The difference between what we are doing and what we're capable of doing would solve most of the world's problems." Mahatma Gandhi. Although Stephen Covey used Gandhi’s quote to emphasize the importance of finding our individual ‘voices’, it is also a strong motivator to us to understand what our customers value and act on it, rather than otherwise.

The importance of focusing on what your customers want
Although this blog is written from the perspective of a consultant, it’s very easy for anyone responsible for a product and service to just rely on their professional expertise to decide how to make these the best in class, and look for ways to market them to their customers. Of course what we should be doing is listening to our customers – which brings us back to the first blog.

A flyer describing this work can be downloaded below:
 

 

When I started RiverRhee I knew that I wanted to make a difference to individuals, managers and teams in the workplace. I thought then it was about sharing the principles, methodologies and tools that would enable them to do their best thinking.

I soon realised that it’s all about people too: if we can understand ourselves and others better, we can learn to communicate and interact with each other better, be more productive and deal with change more effectively.

Both of the above are still part of the mix, but my focus now is on the inner brilliance that is within each of us: how we can choose and learn to express that more vividly and consistently in our work and in our everyday life. I look forward to exploring these three levels with you.

Elisabeth Goodman

RiverRhee Consulting