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. However, with its establishment come…

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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…

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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…

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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
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