Published on September 20, 2008
Commoditization of Products and Services
Total Products and Services
Time and Space Contraction
Small is the new Big
Hammer (2001):The Agenda Run your business for your customers Give your customers what they really want Put processes first Create order where chaos reigns Measure like you mean it Manage without structure Focus on the final customer Knock down your outer walls Extend your enterprise
1. Become an ETDBW
Moments of Truth
2. Give your customers what they really want
3. Put Processes First
“Process is the Clark Kent of business ideas.”
5. Measure Like You Mean It
7. Focus on the final customer
Markets are Conversations − Again
8. Knock down your outer walls
9. Extend your enterprise
production economy quality and mass marketing economy customer service and niche marketing economy distribution and sales-driven economy ‘customers of one’ economy 1950 1960 1970 1980 1990 2000
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