What Vendor-Centric vs Customer-Centric Would Look Like on a Date!

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

This Guest Blog provided by Kia Puhm first appeared on http://www.kiacx.com

Last week I wrote about how my client was reverting back to a vendor-centric approach to drive increased adoption and usage of their products.

As we looked to develop the playbook to support their channel partners in the integration of the products, as well as enabling them to sell, train, deploy and support their customers in the usage of the solutions, we fell upon an unlikely analogy; a first date.

What would a vendor-centric versus a customer-centric approach look like on a first date between the vendor and the customer?

Vendor-centric approach

In a vendor-centric approach the vendor would focus on getting the customer to understand everything about them.

They would talk all about themselves sharing what they have to offer the relationship (how great they are and how the customer will benefit by being with them), everything the customer needs to know about them (i.e. the “product”), how they operate (so the customer can figure out how best to interact with them), and what the customer needs to do in order for the vendor to achieve what they want out of the alliance.

The vendor would, unintentionally, neglect to ask the customer what they wanted out of the relationship or understand what they like and dislike in order to know what makes them “tick” and want to go out again.

The vendor’s focus would be predominantly on obtaining its own objectives, but they would genuinely feel that they had the best interests of the customer at heart.

Customer-centric approach

In a customer-centric approach the vendor would focus on understanding the customer to see how their mutual interests could be aligned to develop a mutually beneficial relationship.

They would listen to the customer learning about what they want to achieve (so the vendor can figure out how to best support the customer obtaining their goals while achieving its own as well), how they operate (to figure out how best to interact with them and make it easy for the customer), and understand what they like and don’t like (i.e. what is the best way to motivate them) in order to generate excitement about the relationship.

The vendor would use that information, along with its expertise and what it has to offer, to purposefully outline ways to create a mutually beneficial relationship, building trust and confidence from the get go.

The vendor’s focus would be to align the interests of both parties, knowing that long-term relationships are created and expanded when both receive value from the.

Would you want to go on a date with the vendor-centric vendor or the customer-centric one?

A goofy analogy to be sure, but it certainly drives home the point of how goofy we as vendors act when it comes to driving adoption using a vendor-centric approach.

Bottom Line

Understanding the customer and aligning their business interests with a customer-centric, prescriptive approach to realizing value from the vendor’s products is the fastest and most efficient way to product adoption.

Ultimately this leads to value derivation for customers, which in turn leads to customer retention and expansion for the vendor; a match made in heaven and one that lasts and grows!

Check out CEO Insights on Value Realization from Customer Success! also from Kia Puhm at http://kiacx.com

 

#CustomerExperience #Customers #Strategy

Please see our other blog posts at https://supplychaingamechanger.com.

Selected as one of the Top 75 Supply Chain Blogs on the Internet.

Advertisements

Artificial Intelligence (AI) in E-Commerce! (Infographic)

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

 

Infographic provided by Jake Rheude at http://redstagfulfillment.com

The convergence of Artificial Intelligence (AI) and the Retail industry is underway.  Further it has the potential for exponential dissemination across the Retail landscape in the future along with expansion of it’s applications and capabilities.

From playing a role in managing the Customer Experience to providing Buying, Replenishment and Fulfillment capabilities to analyzing the ever growing expanse of Big Data, Artificial Intelligence (AI) is here to stay in Retail.

The following infographic depicts a variety of applications of AI in the Retail space along with real life examples from world renowned companies.

 

AI in E-Commerce

 

E-Commerce continues to be the fastest growing channel in any industry worldwide.  And AI is a technology for today and in the future.  A convergence between E-Commerce and AI is a natural fit.

E-Commerce growth requires the deployment of advanced technology in order to provide the scalability necessary to sustain and support that growth.  Artificial Intelligence requires channels that have a need to leverage technological capabilities and are willing to experiment, invest and evolve with the progression of AI.

 

 

Check out The Internet of Things (IoT) – Welcome the Digital Supply Chain!

#AI #ECommerce #SupplyChain #Technology

Please see our other blog posts at https://supplychaingamechanger.com.

Selected as one of the Top 75 Supply Chain Blogs on the Internet.

Disaster Strikes!!! Is Your Supply Chain Ready To Recover?

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

 

Hurricanes!  Earthquakes!  Terrorist Attacks!  Train Derailments!  Cyber Attacks!

You see it in the news every minute of every hour of every day.  Either some natural disaster or some man made despicable act has occurred somewhere on the planet.  The result is death, destruction and disruption.

Everyone is trying to pick up the pieces.  They are trying to figure out what has happened, how to come to grips with the catastrophic results,  and how to get things going again.

Depending on what the disaster is people can be struggling to know where they can get the basics such as food, water and shelter.

This is where the Supply Chain must kick in to gear!

Continue reading “Disaster Strikes!!! Is Your Supply Chain Ready To Recover?”

Are you a Game Changer? Tell us your Story!

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

 

Every day there are individuals and teams all around the world who are making a difference.  They are driving transformational change in their jobs, in their Departments, in the Organization and in their Companies.  And they are achieving amazing results that defy what they previously thought possible.

We want to hear your stories and we invite you to share those stories on https://supplychaingamechanger.com so that we can all applaud, and learn from, your tremendous efforts.

Continue reading “Are you a Game Changer? Tell us your Story!”

Freight and Logistics (Part 2) – Do you have a Freight Management Strategy or are you Spinning your Wheels?

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

 

In going door to door trying to sell a Freight Management service, as well as in my experience working in companies, I have had the opportunity to see a variety of ways in which companies, large and small, were managing their Freight and Logistics spend.

Most everyone felt they were doing a good job already.  But I’ve seen instances where Freight is one of the top 5 largest expenses within a company.  Yet it is managed by one or two people, with no support, and no visibility from upper management.

Depending on the industry  your transportation spend can make up anywhere from 1-10% of your company’s total revenue.  Aside from the    cost impact the service implications of a poor Freight management system are enormous.

So do you have a strategy for managing Freight and Logistics or are you spinning your wheels?

Continue reading “Freight and Logistics (Part 2) – Do you have a Freight Management Strategy or are you Spinning your Wheels?”

IoT and Manufacturing (Infographic)

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

 

The Internet of Things (IoT) enables the end to end connectivity of all aspects of our lives in an unprecedented manner.

In the arena of Manufacturing there has always been a reliance on processes, data, sensors, controls, analysis and metrics to allow for monitoring, management and optimization of those Manufacturing processes.  And the ability to leverage historic approaches has varied from company to company and industry to industry.

But now with the advent of IoT, Big Data, Artificial Intelligence (AI) and Industry 4.0 the ability to optimize Manufacturing processes through this incredible digital connectivity is about to take a quantum leap forward.

Continue reading “IoT and Manufacturing (Infographic)”

Gartner’s 2017 Top 25 Supply Chains List!

Subscribe to Supply Chain Game Changer!

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

 

Blog post provided by http://argentus.com.  Argentus is a boutique recruitment firm focused on Supply Chain and Procurement.

 

Every year since 2003, at its Supply Chain Executive Conference in Phoenix, Arizona, technology research firm Gartner releases their list of the Top 25 Supply Chains in the World – a list highlighting the industry trends and major players that define what makes a best-in-class Supply Chain in today’s business environment.

Last year, we were happy to have a chance to speak with Gartner Global Executive Partner Michael Massetti about the rankings. Though Gartner released its 2017 Top 25 Supply Chains List in May, we were glad to have a chance to catch up with Michael and chat about this year’s rankings: what were some of the big surprises from this year’s list? Which trends are taking off among the industry leaders?

Read on to find out some of Michael’s insights about what makes for the best-of-the-best when it comes to Supply Chains in 2017.

Continue reading “Gartner’s 2017 Top 25 Supply Chains List!”