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ROUNDMAP™

Leadership relies on Vision

You can’t lead people without having a vision of the future. Where else would you lead them toward? You’ve got to communicate what it is

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CROSS-SILO

10 Ways to Deal with Crises

As a consequence of the worldwide lockdowns, following the life-threatening effects of the corona virus (COVID-19), many revenue streams discontinued almost overnight. Leaders need to

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Customer Carousel

The Trinity of Design Thinking

The inconvenient truth is that an estimated 93% of Customer Experience (CX) initiatives fail, while in 2016, according to Gartner, 89% of companies expected to

ROUNDMAP-Decoupling
Adapt or Die

Decoupling of the Value Chain

Professor Thales Teixeira from Harvard Business School took 8 years to write his book ‘Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption’. His

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Customer Carousel

Customer Carousel™ Blueprint

Customer Carousel™ is one of the outcomes of a 4-year discovery process by Edwin Korver and it turned out to be an amazing panorama, not

Adapt or Die

Ride the Waves of Change

In business, performance is key. In performance, how you organize can be the key to growth.

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ROUNDMAP™

Where to find future growth?

The big question on every executive’s mind is: Where to find future growth? Whether the question is an urgent one or driven by a regular

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Customer Carousel

Right on the Money

Since the early 1960s, Silicon Valley is known for its many tech-startups. The birth of the Internet in 1995 meant that information, experiences, opinions, and

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CROSS-SILO

Mind the Growth Gaps

You may have heard the words “Mind the gap” as an audible or visual warning phrase when you entered or left a train, to take

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Research

Youngest Generations Succumb To Pressure

Employee disengagement is one of the reasons why companies fail to achieve their growth aspirations. However, underneath it, lies a much greater problem: “Half of

GENERAL

Thesaurus of the ROUNDMAP™

During the development of the body of knowledge of the ROUNDMAP™ 4-dimensional framework, we found that existing words or concepts ─ often originating from a

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BUSINESS MODEL MATRIX

Digital Business Transformation

Digital Transformation has become a prevalent topic on the boardroom agenda, however, according to BT most CEOs aren’t that confident that their company will be

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Adapt or Die

Change or Transformation?

Digital transformation appears to be on most corporate agendas, however, most transformations are actually change-initiatives, i.e., adaptations to market conditions. And that’s a bad thing

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GENERAL

Yesterday When I Was Young

A few days ago I watched an interview on television with a well-known Dutch poet, performer, and author, Jules Deelder ─ in celebration of his

Making a Case

Master of Business Transformation

Following our previous post in which we introduced the Business Model Compass™ and the Cycle of Disruption™, we like to propose an antifragile counterpart of

ROUNDMAP-Almere
Adapt or Die

Businesses don’t transform by themselves

We know digital transformation is most critical to business survival. However, research by Prophet and VINT suggests that executives are becoming increasingly aware of two

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ROUNDMAP™

The Wheel of Dharma

Despite not knowing about the Wheel of Dharma and the Eightfold Path, the resemblance with the structure of ROUNDMAP™ is remarkable to say the least.

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Adapt or Die

How to deal with uncertainty?

Margaret Heffernan is a former CEO of five businesses, author of five books in which she explores business and effective leadership, and a part-time lecturer

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Adapt or Die

Heffernan: Dare to Disagree

Margaret Heffernan is a former CEO of five businesses, author of five books in which she explores business and effective leadership, and a part-time lecturer

ROUNDMAP-Cover-Carousel
Customer Carousel

Advancing The Customer Carousel

I truly love the series Mad Men, however, there is one scene in particular, which was the grand finale of season one, that has kept

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Customer Carousel

Who’s the boss?

In order to explain something complex, it may help to use an analogy. Therefore, let me tell you about ancient pillars, keystones, and bosses with

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Customer Carousel

What makes customers return or refer?

ROUNDMAP™ Integrated Customer Lifecycle differs from the traditional sales cycle – which focuses on achieving customer satisfaction – because we believe customers won’t refer or

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Adapt or Die

Adapt or Die: IBM’s Rebirth

It can be really harsh to be a casualty of disruption. It is not for the fainthearted. Automakers, the news media, entertainment industry businesses, banks,

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Adapt or Die

Bypassing the Pecking Order

Margaret Heffernan is a former CEO of five businesses, author of five books in which she explores business and effective leadership, and a part-time lecturer

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Adapt or Die

Adapt or Die: Adaptability Quotient (AQ)

Whether a startup has the potential to become a success very much depends on its founder(s). To assess the leadership of a startup most investors

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Making a Case

The Case for Customer Compassion

In a previous post, we made the case for empathy. Today, we would like to make the case for customer compassion. When we made the

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Roundtables

ROUNDMAP™ Roundtable Rules

We talked about setting up Customer Roundtables, as a second operating system or shadow structure, to allow the free flow of information between customer-facing employees.

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ROUNDMAP™

The Responsive Company

In 2015, during one of my executive assignments, I was asked to write a book on the potential of big data. However, as I researched

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Exclusive Content

Growth Activation™

The goal of the ROUNDMAP framework isn’t merely to improve your firm’s commercial performance, rather provide a lens through which to perceive the aspects related

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GENERAL

King Arthur’s Knights of the Round Table

The idea for a customer round table began when I started to imagine people sitting around the ROUNDMAP™ to discuss all customer-related issues openly, decoupled

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CROSS-SILO

Harnessing Horizontal Collaboration

We’re all too familiar with the typical bureaucracy consisting of a hierarchy of authority, while employees are grouped by the functions they perform for the

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Exclusive Content

Driving Customer Excellence™

A tagline serves to clarify a thought, product, brand or proposition. The tagline for ROUNDMAP™ is Driving Customer Excellence™. However, the problem with words is

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GENERAL

Innovation calls for T-Shaped People

In January 2005, Tim Brown, Executive Chair of IDEO, wrote an insightful piece for FastCompany introducing Design Thinking into the field of strategy, while also

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Customer Carousel

Customer-touching Activities

One of the learnings from creating the ROUNDMAP™ is that, although most firms consider marketing, sales and service as their main customer-facing operations, these activities

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GENERAL

Price/Volume Matrix™

Since price strategy is one of the pillars of any business strategy, I took some time to create the Price/Volume Matrix™. I believe the graph

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CROSS-SILO

The Meritocracy Fallacy

In an alarming article in The Atlantic by Daniel Markovits, professor at Yale Law School and author of The Meritocracy Trap, Daniel makes a strong

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GENERAL

Cost-Volume-Profit Analysis

If you’ve taken our online Coordinator Course, you are already familiar with the universal concept of a ValueHub™ and its Orchestration. However, to capture enough

BUSINESS MODEL MATRIX

ROUNDMAP™ Strategic Playbook

We’ve spent a lot of time to explain the disciplines involved with Customer Dynamics (cross-functional and cross-structure) resulting in the ROUNDMAP™ Framework. Because we believe

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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

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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

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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™,

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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

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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

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,

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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

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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,

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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

ROUNDMAP-valuehub
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

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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

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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

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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

Business Model Matrix
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.

Quality OK
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,

Business Process Management
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

Stalling business
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.

ROUNDMAP Silo Syndrome
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.

CROSS-SILO

A New Symbol

The ROUNDMAP adopted a new symbol, representing a joint of the business roadmap and the customer roundtrip.

Equitability
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

Growth
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

Brain resistance
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

Start 2013
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

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.