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 the matter I soon realized…

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  • 16/09/2019

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

ROUNDMAP™ Strategic Playbook

We've spent a lot of time to comprehend the disciplines involved with customer dynamics (cross-functional and cross-structure) to create the ROUNDMAP™ Customer 360 Integrated Mapping System and Methodology. Because we…

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  • 02/08/2019

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 way of gaining strategic advantage.…

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  • 27/07/2019

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

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 a car manufacturer, like Mercedes…

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  • 18/07/2019

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 local radio station considering the…

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  • 10/07/2019

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 on building values-based organizations. Rhoades…

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  • 09/07/2019
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