Think outside-in

Seddon, John
September 2007
Management Services;Autumn2007, Vol. 51 Issue 3, p24
Academic Journal
The article proposes that managers learn to adopt a systems perspective by thinking outside-in instead of top-down. Organizations are designed and managed as top-down hierarchies. Thinking outside-in instead of top-down is much more than running customer surveys, it is to understand the nature of transactions an organization has with customers. The best way to begin a customer driven transformation is to know the nature of customer demands on the organisation, to know what value is associated with those demands and to know how the organisation usually works with those demands.


Related Articles

  • Customer Data are There: Are You? MACIAG, GREGORY A. // American Agent & Broker;Oct2012, Vol. 83 Issue 10, p8 

    The author reflects on an increase in the demands of customers and the ways to fulfil their demands. According to him, data are the lifeblood of broking industry. He suggests anticipating customers' needs through data mining and interpretation in as many ways as possible. Data consistency to...

  • Knock, Knock. Danninger, Jenna // Aqua;Aug2009, Vol. 34 Issue 8, p8 

    In this article the author discusses helpful ways to nurture one's business which requires money, time and effort. She stresses the importance of good customer relations to effectively manage the business. She relates her experience with two hot tub retailers who took the risk to adjust their...

  • Using the Recovery Knowledge Inventory (RKI) to Assess the Effectiveness of a Consumer-Led Recovery Training Program for Service Providers. Meehan, Thomas; Glover, Helen // Psychiatric Rehabilitation Journal;Winter2009, Vol. 32 Issue 3, p223 

    Objective: This Australian study was designed to assess the effectiveness of a consumer-led recovery training program. Methods: A non-equivalent control group study design was used to assess changes in recovery knowledge and attitudes pre-training, immediately post-training, and at 6 months...

  • Putting the Customer Back into Customer Relationship Management (CRM). Greenleaf, Eric; Winer, Russell S. // Advances in Consumer Research;2002, Vol. 29 Issue 1, p357 

    Focuses on customers' preferences for how firms' customer relationship management (CRM) efforts should be deployed. Role of opt-in and opt-out strategies in CRM; Factors affecting consumer satisfaction in retail shopping environments.

  • Determinants of Consumers' Demand on Energy-Efficient Air Conditioners in Saudi Arabia. Mokheimer, Esmail M. A.; Eid, Ashraf // Energy & Environment;2011, Vol. 22 Issue 6, p711 

    Consumer preferences detailed surveys are essential for the success of energy efficiency standards and Minimum Energy Performance Standards (MEPS) programs. This article presents the results of a survey that was designed to gather information about the main determinants of consumers demand on...

  • Pressing the hot buttons. Lyons, John C. // BRW;10/29/2009, Vol. 31 Issue 43, p56 

    The article offers the author's insight on managing customer services. The author shares his experience of difficulty in dealing with a certain company's customer service in the phone. He notes that several companies are stuck in patterns that focus on what they are doing instead of centering on...

  • Payoff from Customer Profitability Analysis. Thralls, Edmund L. // American Banker;1/11/2008, Vol. 173 Issue 8, p10 

    The article discusses customer profitability analysis. Such analysis can cut costs and raise revenue, loan volume, and wallet share. Executives that have formed their own businesses are more receptive to customer relationship management, profitability, and predictive analytics. Such...

  • The key to generating interest. FAZEKAS, DAVID // Smart Business Chicago;May2013, Vol. 10 Issue 6, p7 

    In tis article, the author presents his views on marketing strategy that should be followed to develop valuable clients. He mentions that generating interest is more important than just presenting it in a formal manner. He advises that it may take time for conversion into sales in the initial...

  • Technology Innovation and Implications for Customer Relationship Management. Baohong Sun // Marketing Science;Nov/Dec2006, Vol. 25 Issue 6, p594 

    The author offers commentary on an article about service marketing by Roland T. Rust and Tuck Siong Chung that was published in "Marketing Science." She focuses specifically on customer relationship management (CRM) as it pertains to an increasingly wide variety of industries, integrating it...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics