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 front line employees. However, with its introduction…

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  • 19/09/2019

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

Achieving Customer Excellence

When I asked a client what they aimed to achieve by applying ROUNDMAP™, they answered: "We would like to increase customer performance". When I asked how they planned to accomplish that goal, they looked at me for the answer.

ROUNDMAP™ may be perceived as a smart system, however, it is not an oracle - your firm still needs to have an actionable plan.


Therefore, you'll need to be able to answer these questions:

  • What is the purpose of your business?
    • What is your vision statement?
    • What is your mission statement?
    • What is your values statement?
  • What is your business strategy?
    • What is your business model?
    • What is your (perceived) value position?
    • What are your strengths (advantages) and weaknesses (challenges)?
  • What is your marketing strategy?
    • What is your product?
    • What is your market?
    • What is your product/brand positioning?
  • What are the desired outcomes?
    • What are your goals?
    • What are your objectives?
    • What are your KPIs?

Outcome Trajectories

Our mission is to help you achieve your Desired Outcome (green line) whenever the Projected Outcome leaves you short. However, as shown by international research, it is feasible to grow your outcome(s) beyond your expectations - this is what we call the Obtainable Outcome (see figure below):



Now let's have a look at some of the common causes of what's keeping firm's like yours from achieving (or exceeding) the Desired Outcome:

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  • 15/09/2019

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 organization. This command-and-control structure allows…

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  • 05/09/2019

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 that they are highly open to interpretation – words mean different things to different people.

So without further ado, this is my definition of Customer Excellence:

Customer Excellence is a collaborative commitment from engaged employees to help customers achieve their objectives, sooner rather than later, by operationalizing customer empathy - with which to distinguish respective customer behavior and intent while democratizing customer insights across separate teams and departments - to create and deliver personalized, meaningful, sustainable, affordable, and EQuitable solutions; throughout each consecutive sales cycle.

For most readers, this definition will suffice. However, if you would like to learn how I got to it, you're invited to continue.

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  • 02/09/2019

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 introducing the phrase 'T-Shaped People'.…

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  • 01/09/2019

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

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 is self-explanatory, however, if needed,…

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  • 29/08/2019

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 case against meritocracy because of…

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  • 27/08/2019
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