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 alone do not account for…

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  • 31/08/2019

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 a unique set of talents,…

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  • 31/07/2019

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™, at the bottom of the…

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  • 25/07/2019

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 firms grabbed control of the…

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  • 23/07/2019
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