Commentary: High Standards Yield Economic Returns
Don't miss the article about a fine company - Owens & Minor - that made its ethical system a competitive advantage and profit builder. How many companies have built the communication systems and management accountability to measure the degree of customer trust and depth of relationship? And what is the economic value of that kind of relationship?
Every management consultant will cite chapter and verse on the lifetime value of a customer, as well as the economics of cultivating deeper relationships with existing customers versus the cost of new customer acquisition. But how different is your sales compensation structure and overall mindset compared to five or even ten years ago? Has your company's management structure changed to guide new sales and