Following central themes like trust and purpose that were top-of-mind most recently, sustainability is now most prevalent. However, the demand for sustainable business practices isn’t
Following the creation of ROUNDMAP™, an Integrated Business Framework (IBF), we found that an integrated business, specifically during times of change, can be far more
If you had the chance to look at the ROUNDMAP Customer/360 Canvas, you might have noticed two words: Awareness (blue section) and Significance (red section).
Obviously, Innovation and Strategy are two distinct aspects of the business. But did you ever wonder what drives what? This is how we perceive the
You can’t lead people without having a vision of the future. Where else would you lead them toward? You’ve got to communicate what it is
As a consequence of the worldwide lockdowns, following the life-threatening effects of the corona virus (COVID-19), many revenue streams discontinued almost overnight. Leaders need to
The inconvenient truth is that an estimated 93% of Customer Experience (CX) initiatives fail, while in 2016, according to Gartner, 89% of companies expected to
Professor Thales Teixeira from Harvard Business School took 8 years to write his book ‘Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption’. His
Customer Carousel™ is one of the outcomes of a 4-year discovery process by Edwin Korver and it turned out to be an amazing panorama, not
In business, performance is key. In performance, how you organize can be the key to growth.
The big question on every executive’s mind is: Where to find future growth? Whether the question is an urgent one or driven by a regular
Since the early 1960s, Silicon Valley is known for its many tech-startups. The birth of the Internet in 1995 meant that information, experiences, opinions, and
You may have heard the words “Mind the gap” as an audible or visual warning phrase when you entered or left a train, to take
Employee disengagement is one of the reasons why companies fail to achieve their growth aspirations. However, underneath it, lies a much greater problem: “Half of
During the development of the body of knowledge of the ROUNDMAP™ 4-dimensional framework, we found that existing words or concepts ─ often originating from a
Digital Transformation has become a prevalent topic on the boardroom agenda, however, according to BT most CEOs aren’t that confident that their company will be
Digital transformation appears to be on most corporate agendas, however, most transformations are actually change-initiatives, i.e., adaptations to market conditions. And that’s a bad thing
A few days ago I watched an interview on television with a well-known Dutch poet, performer, and author, Jules Deelder ─ in celebration of his
Following our previous post in which we introduced the Business Model Compass™ and the Cycle of Disruption™, we like to propose an antifragile counterpart of
A few days ago I had the privilege to listen to the tales of two retired professionals as they looked back on their careers. Their
We know digital transformation is most critical to business survival. However, research by Prophet and VINT suggests that executives are becoming increasingly aware of two
Despite not knowing about the Wheel of Dharma and the Eightfold Path, the resemblance with the structure of ROUNDMAP™ is remarkable to say the least.
Margaret Heffernan is a former CEO of five businesses, author of five books in which she explores business and effective leadership, and a part-time lecturer
Margaret Heffernan is a former CEO of five businesses, author of five books in which she explores business and effective leadership, and a part-time lecturer
I truly love the series Mad Men, however, there is one scene in particular, which was the grand finale of season one, that has kept
In order to explain something complex, it may help to use an analogy. Therefore, let me tell you about ancient pillars, keystones, and bosses with
ROUNDMAP™ Integrated Customer Lifecycle differs from the traditional sales cycle – which focuses on achieving customer satisfaction – because we believe customers won’t refer or
It can be really harsh to be a casualty of disruption. It is not for the fainthearted. Automakers, the news media, entertainment industry businesses, banks,
Margaret Heffernan is a former CEO of five businesses, author of five books in which she explores business and effective leadership, and a part-time lecturer
Whether a startup has the potential to become a success very much depends on its founder(s). To assess the leadership of a startup most investors
In a previous post, we made the case for empathy. Today, we would like to make the case for customer compassion. When we made the
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.
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 goal of the ROUNDMAP framework isn’t merely to improve your firm’s commercial performance, rather provide a lens through which to perceive the aspects related
The idea for a customer round table began when I started to imagine people sitting around the ROUNDMAP™ to discuss all customer-related issues openly, decoupled
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
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
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
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
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
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
If you’ve taken our online Coordinator Course, you are already familiar with the universal concept of a ValueHub™ and its Orchestration. However, to capture enough
We’ve spent a lot of time to explain the disciplines involved with Customer Dynamics (cross-functional and cross-structure) resulting in the ROUNDMAP™ Framework. Because we believe
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
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
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™,
During an interview with Peter Thiel for “The Portal” by Eric Weinstein, the discussion on technology and culture made a turn towards how universities are
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
Much of what we do at CROSS-SILO Management Consultants is focused on getting departments to collaborate more effectively to improve customer performance. To that effect,
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
An article recently published in Harvard Business Review emphasizes the importance of cherishing a culture in which empathy is strongly embedded. As you may know,
You may first want to read part one of the Value Hub™ Theory. If you already have, let’s have a look at how the Value
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
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
An empirical study in Bazil (2018) with regards to adaptive and non-adaptive cultures in organizations revealed some interesting facts, which could be seen as a
While reading Michael Porter’s bestseller Competitive Advantages (1985), in which he described the conditions with regards to Competitive Differentiation, I noticed some striking similarities with
Salesforce has recently unveiled its Customer Data Platform (CDP) with the next generation of Customer 360. New platform services will enable companies to unify disparate
ROUNDMAP™ Customer 360 consists on two dimensions, on the one hand a vertical perspective, consisting of the Business Model Matrix™, the Value Position Matrix™, and
While creating the Integrated Customer Lifecycle™, interconnecting all front-line departments, we found remarkable similarities between a focus on sales and the traits of Customer Centricity.
It might seem strange to talk about quality control in context of the customer creation process, however, when we compare product specifications to customer expectations,
In today’s business world, collaboration is key, not only for humans, but also for systems. Business Process Integration is a distinct practice in itself that
What’s the ROUNDMAP™ for? It is a question I get asked a lot. So let me give you a sense of how and when you’ll need the mapping system and use it to your advantage.
In her book, The Silo Effect, FT journalist and antrolologist Gillian Tett describes the destructive effects of mental, functional and data silos on collaboration, performance and innovation.
The ROUNDMAP adopted a new symbol, representing a joint of the business roadmap and the customer roundtrip.
What made us create the ROUNDMAP™ can be captured in one word: EQuitability. It means being fair, just, and honest. We believe all businesses have
There is some understanding on what differentiates product centricity from customer centricity with regards to focus, but much less with regards to growth. Let’s have
Whenever I show the ROUNDMAP™ for the first time, a person’s eyes speak volumes. Obviously any all-encompassing model, even those with just a handful of
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
Customer Dynamics will be published early 2020. The book will address the ROUNDMAP™, an interconnected mapping system of the Customer Dynamics, its context and inherent implications.
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