Growth Spurt November 2017: winning through resilience

In this series of snippets we distil our regular Growth Academy half-day workshops down into their essential elements and learning points. A strategic prompt for the Academy members who were there, and a taster of what you missed if you weren’t…

Date: 14 November 2017

Key focus: Winning through resilience

Topics covered:

  • 5 killer questions to ensure your business model is customer centric
  • Customer success v customer service – the role of the customer success manager
  • Scenario planning to avoid blind spots
  • Building strength and tenacity
  • Emotional intelligence and self-awareness

Take home points:

  • Customer centricity: simplify, augment, create leverage, stop doing and build your capability
  • Customer success means ensuring that your customer is actively using your product/service, and that they are getting the concrete value they were expecting from it
  • PESTEL analysis as a tool to avoid blind spots
  • Be tenacious and adjust when things don’t work, rather than just repeating
  • Use the Johari Window to boost self awareness

Moment of truth!

Insights into creating a customer-centric business

To discuss any of the points above or for any questions, please contact Richard Miller.