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Partners or pawns? (Part 2)

Posted: 07/25/2016 - 23:38

(To read the first part of this article, click here.)

Almost a week had passed since my meeting with Jeanette and her team, and I was still reeling from the conversation. It was just so hard to comprehend how a large company can afford to alienate its supplier community. Just as I was about to hit replay on the entire situation, the phone rang.

“Good morning,” I said.

“Hey there, Dean. It’s Tino. How have you been?”

Brexit: a complex future for UK procurement and the supply chain

Posted: 07/08/2016 - 02:19

The result of the EU referendum will undoubtedly have a profound and long-lasting impact on the entire UK population and is likely to be something that is truly generational. Whether we voted for Remain or for Leave, however, Brits now have to assess where we are and how we maintain our position in the global economy.

The Mosaic: seeing the bigger picture (Part 3)

Posted: 04/28/2016 - 03:59

After lunch, the group assembled back in the conference room. Most spent some time reading through the poster on the wall, looking for more clues to help them improve.

“Ready to get started,” I said, as the group grabbed their seats.

“On to people,” Tyler announced, with a tone indicating he could see the light at the end of the tunnel.

“Yes, on to the ‘People’ column in the mosaic. Just as we defined who your key customers are, we need to define the key positions and roles in your company.”

The DIY desire: addressing customer self-service

Posted: 01/14/2016 - 23:08

Sparked by the internet and accelerated by the spread of smart devices, consumers are more and more motivated to gather information online themselves when solving problems with a product or service. This has led to a new situation for customer contact centres – where businesses used to meter information to the public through dedicated agents, now the public at large is holding the cards.

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