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All Tags » CFX 3 ( RSS)
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November 2008 marks the 15 year anniversary of Customer FX Corporation. Back in 1993 when we started, there was no such thing as CRM. Not even Sales Automation really. Just contact management, as typified by Act!, TeleMagic and GoldMine. DOS programs.
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In my previous post I related how our simple, nine word Mission Statement related to improved performance of our company. In this post I'll try to relate how it impacted one of our clients.
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In my previous post I talked about the key concepts behind Customer FX 3.0 and the 4 key concepts underlying our strategy. In addition to concepts, Customer FX 3.0 is About Beliefs. Belief number 1 - Knowledge Should Be Free. We've been acting on this belief since the 2002 launch of slxdeveloper.com and increased our investment with the launch of GoodTraining.com in March of 2007.
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I'm Not Saying We're Most Excellent but it is what we strive for. It's a journey because no matter how excellent - or not - you are, you can always become more excellent.
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So, How About Starting with Minimizing Friction...By, Drum Roll Please - Just Asking. It dawned on me one day that most of the friction in our relationships stemmed from some clients preferring an approach other than our standard delivery process.
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I just got tired of saying no. See, we have (had?) things figured out pretty well. We have a core delivery process we've been working on since 1999. Our improvement process is pretty simple really.
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Adapting to Each Client - This can be pretty dangerous stuff. Imagine an auto maker, say Toyota, assembling each car according to a proccess defined by each customer.
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Last week we spent most of our time on the Workshops section of our web sites. We impoved Navigation and added several Workshops. Knowledge transfer is the number 1 goal for this web site and Customer FX 3.0 - we will be adding new workshops every week.
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Well, Did You See the Old Site? Seriously. It was a major chore to add content and like so many sites ended up being stale, static, and not much value to our clients and visitors. It was an online brochure that did not reflect who we are or what we do.
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What we're setting out to do here has nothing to do with hype, and everthing to do with creating a whole new Solutions Provider business model. A model focused on our clients. A model focused on excellence (see our Mission Statement). That's it.
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