The Tao of Business Success Process Innovation Coaching Customers Value Innovation Outside-In Business Customer Intimacy: Tailoring Corporate Capabilities Customer Value Creation Yin and Yang Ten3 Business e-Coach at 1000ventures.com Ten3 Business e-Coach at 1000ventures.com

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Customer Care As the Mindset of Business Success
Customer care is not a technique, it is a mindset. It is a customer-focused corporate mindset  and culture that inspires teams to keep creating and delivering extraordinary customer value and thus helps companies acquire new customers, provide superior customer satisfaction, and build customer loyalty.
New Definitions of Value (Adapted from: "Blur", Davis, S. and Meyer, C.)
In the new rapidly changing economy, the focus must be on the way in which the nature of value is changing, involving new ways to price goods, information and emotion. The implication of these new forms of exchange is a transfer of power from the producer to the customer. There are multitudes of values present in every buyer-seller exchange: economic, informational and emotional. These exchanges increasingly happen so fast that there is no time to translate them into precise monetary terms. Businesses will need to identify these hidden values and think more accurately about their worth before accepting the price proposed. The implications are profound. Companies will need to think in terms of offers, which involve merging products and services to exploit their knowledge to give customers a value-added experience, not just "selling them stuff".
New Systems Approach To Marketing and Selling
“Selling, in the old days, was largely and act of personal heroism,” writes Michael Hammer in his book Agenda. “The key to successful selling was knowing the products and the customers. The effective sales rep would present his or her product or service in the best possible light, forge a bond with the buyer, and triumph over the competition.”
“This approach has little to do with the way sales are made in today’s real world. Today's customers don't want products; they demand solutions, and solutions don't come in a box. They must be designed, fashioned to meet the customer's specific needs. Making such sales takes a lot more than personal charisma. Today's selling is SYSTEM SELLING, solution selling, consultative selling; it entails analyzing customer needs, designing alternative solutions, scrutinizing costs, developing and implementing systems, and more. This is not the work of a heroic individual sales rep. Modern selling is a team sport, and a complex one at that. Winning at it takes discipline and structure. Making it up as you go along is a recipe for disaster.”