The pyramid of ratios
Elements of The pyramid of ratios: Left side ~ External rate of returns Right side ~ Internal managerial performance Bottom ~ Sales Ratios Principle: Illustrate the relation and calculation principles…
Customer Portfolio – Three-Dimensional Customer Classification Matrix
Elements of Customer Portfolio – Three-Dimensional Customer Classification Matrix: Matrix positioning customers (or other partners) according to Relationship value, Net price and Cost to serve Principle: Classifies relationships based on…
Transactional vs Relationship Marketing
Elements of Transactional vs Relationship Marketing: Compares the variables, time, marketing, priceelasticity, customer satisfaction, customer feedback, independence of functions, internal marketing and product types, in Transactional vs Relationship marketing approach…
The Henley Transformational Framework – Change
Elements of The Henley Transformational Framework: Centre of Organisational Learning is Leadership & Culture, driven by Mobilize for change, Translate strategy into objectives and incentives, Design the change process and…
Vision & Mission
Elements of Vision & Mission: Components and their relatedness to Mission and Vision Principle: Vision Build on Mission and reflect changes in market forces Mission reflecting stakeholders expectations and focus…
A classification of relationship types
Elements of A classification of relationship types: Transactions, Repeated Transactions, Long-term Relationships, Buyer-seller Partnerships, Strategic Alliance/Joint Ventures, Network Organisations, Vertical Integration Principle: The development of transactional to strategic relationships Issues:…
Business Transformation
Competetive Advantage
Learning Organisation
Managing People
Models
Strategy Tools
Single and Double loop learning + Triple loop learning
Elements of Single and Double loop learning + Triple loop learning: Single-Loop Learning (Following the Rules) Double-Loop Learning (Changing the Rules) Triple-Loop Learning (Learning About Learning) Principle: Illustrates the steps…
Business to Consumer (B2C) relationship caracteristics
Elements of Business to Consumer (B2C) relationship caracteristics: Terms of refererence the organisation defines interaction with customers as a relationship only if it is considered to benefit the organisation Relational…