Greg Baker, on March 3, 2012
This is the first in a series of blog articles about stakeholder and client interviewing to inform and build alignment around important projects and initiatives. I will start by addressing the question, “What is driving the explosive demand for stakeholder interviewing skills?”
Twenty years ago consulting skills were the exclusive domain of professional consultants. Today, consulting skills are the new business 101. They belong to everyone in business and have become essential for getting results in today’s complex web of people, organizations, and business relationships.
Virtually every company and government organization develops products and/or services for its external customers. Who am I to tell you how to do it for your particular business? You know the business. You talk with your customers. That’s not an issue. So what is the issue? How do you develop customer focused products and services?
As we discussed in last month’s article, companies and organizations around the world are concentrating on implementing customer focus strategies. Most organizations make the claim that they are customer focused or customer centered (who wouldn’t?). Yet some look more customer focused than others. Unfortunately, it’s not enough to simply make a decision to become customer focused. That would be like buying a guitar, taking one lesson, and declaring yourself a master musician.
Customer Focus – We’ve all seen numerous articles and countless books written on developing customer focus. It is a theme that has been prevalent over the past two decades. Every organization seems to be talking about becoming customer-focused, customer-centric, or customer-centered. Given that circumstance, what is creating the drive to become customer focused? Why are so many companies concentrating on creating a customer focused strategy? What is triggering all of this?