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

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

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

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 all those that are curious…

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  • 28/10/2017
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