Comments on: Rapid Revenue Retention: A “Swarming” Approach to Keeping Customers During Recessionary Conditions http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-to-keeping-customers-during-recessionary-times/ Driving Business Growth through Understanding and Influencing Customer Behavior Fri, 25 Dec 2009 14:55:53 +0000 http://wordpress.com/ hourly 1 By: CCCC or Observe, Orient, Decide and Act « Fredzimny’s CCCCC Blog http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-to-keeping-customers-during-recessionary-times/#comment-349 CCCC or Observe, Orient, Decide and Act « Fredzimny’s CCCCC Blog Fri, 10 Apr 2009 19:32:52 +0000 http://customerinnovations.wordpress.com/?p=315#comment-349 [...] post, titled “Rapid Revenue Retention: A “Swarming” Approach to Keeping Customers During Recessionary&...,” provides a specific application of agile maneuver focused on customer retention. The Rapid [...] [...] post, titled “Rapid Revenue Retention: A “Swarming” Approach to Keeping Customers During Recessionary&…,” provides a specific application of agile maneuver focused on customer retention. The Rapid [...]

]]> By: Richard Randolph http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-to-keeping-customers-during-recessionary-times/#comment-345 Richard Randolph Mon, 23 Mar 2009 14:48:07 +0000 http://customerinnovations.wordpress.com/?p=315#comment-345 Frank: Your posts are both fascinating and inspirational — thanks for being willing to share your extraordinary insights. I'm very interested in this "Swarm" approach to Customer diagnostics. I work exclusively with Small Businesses who have little to no budget, and who are now fairly terrified about the economy and their position in it. To help these Clients, I wonder if I could engage with local Colleges and create teams of MBA students, or mature Seniors to create the Swarm Teams? I'm familiar with driving team-based assessments in ISO9000 assessments and what we call "Well Business Checkups." Do you think that college students (if they are even available...) would provide an adequate low-cost team composition for this use? Thanks, //Richard Randolph Frank: Your posts are both fascinating and inspirational — thanks for being willing to share your extraordinary insights.

I’m very interested in this “Swarm” approach to Customer diagnostics. I work exclusively with Small Businesses who have little to no budget, and who are now fairly terrified about the economy and their position in it. To help these Clients, I wonder if I could engage with local Colleges and create teams of MBA students, or mature Seniors to create the Swarm Teams?

I’m familiar with driving team-based assessments in ISO9000 assessments and what we call “Well Business Checkups.” Do you think that college students (if they are even available…) would provide an adequate low-cost team composition for this use?

Thanks, //Richard Randolph

]]> By: Frank Capek http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-to-keeping-customers-during-recessionary-times/#comment-317 Frank Capek Thu, 11 Dec 2008 12:03:22 +0000 http://customerinnovations.wordpress.com/?p=315#comment-317 Thanks Markus. As you'd probably expect, we haven't run into that barrier in B-to-C situations. The issue is more with B-to-B companies. We've always had to deal sensitively with the sales and account executives that "own" the relationships. The first reaction is that they should collect the information. Of course, that won't work. The second reaction is often they should either be present of listen in. Again, that won't work for the reasons you mentioned. One of the reasons why we've been able to overcome this is that the effort is generally sponsored by an executive with P&L responsibility for the business. That executive sponsor can help us assure the sales and account execs that we're not looking for information to implicate the performance of any individual; we're looking for information on the experience that customers are having with our business. I'd be happy to provide some more perspective... let me know. Cheers, Frank Thanks Markus. As you’d probably expect, we haven’t run into that barrier in B-to-C situations. The issue is more with B-to-B companies. We’ve always had to deal sensitively with the sales and account executives that “own” the relationships. The first reaction is that they should collect the information. Of course, that won’t work. The second reaction is often they should either be present of listen in. Again, that won’t work for the reasons you mentioned. One of the reasons why we’ve been able to overcome this is that the effort is generally sponsored by an executive with P&L responsibility for the business. That executive sponsor can help us assure the sales and account execs that we’re not looking for information to implicate the performance of any individual; we’re looking for information on the experience that customers are having with our business. I’d be happy to provide some more perspective… let me know. Cheers, Frank

]]> By: Markus http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-to-keeping-customers-during-recessionary-times/#comment-315 Markus Wed, 10 Dec 2008 16:27:54 +0000 http://customerinnovations.wordpress.com/?p=315#comment-315 Often the idea of assessing the customer experience can seem a bit abstract for many customers, this approach makes great sense: 1) Clearly defined offering. 2) Clear timeframe. 3) Employee participation (supports buy-in). 4) Measurable & proven results. However, why do I get the feeling that a lot of companies who desperately need such a service, will inevitably revert back to "we don't have budget"? I suspect that sales will believe they have it under control or will be too concerned that being open to new approaches might uncover weakness in their performance... any ideas on how to overcome this? If you have any other info, would love to see it. Often the idea of assessing the customer experience can seem a bit abstract for many customers, this approach makes great sense:
1) Clearly defined offering.
2) Clear timeframe.
3) Employee participation (supports buy-in).
4) Measurable & proven results.

However, why do I get the feeling that a lot of companies who desperately need such a service, will inevitably revert back to “we don’t have budget”? I suspect that sales will believe they have it under control or will be too concerned that being open to new approaches might uncover weakness in their performance… any ideas on how to overcome this?

If you have any other info, would love to see it.

]]> By: Listen to the real voice of your customer « NeuroExperience http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-to-keeping-customers-during-recessionary-times/#comment-314 Listen to the real voice of your customer « NeuroExperience Mon, 08 Dec 2008 14:41:16 +0000 http://customerinnovations.wordpress.com/?p=315#comment-314 [...] An interesting article that shows why it’s so important to really understand the gap between expectations and experience http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-... [...] [...] An interesting article that shows why it’s so important to really understand the gap between expectations and experience http://customerinnovations.wordpress.com/2008/12/04/urgent-short-term-retention-a-swarming-approach-... [...]

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