When is a customer ‘lost’? – Segmenting by activity rate.
Central to the principles of strategy dynamics is knowing how quickly resources are being won and lost. This is easy enough for most – you know when you close capacity, hire or lose staff, or discontinue products – but can be surprisingly tricky with customers. You would imagine that banks or telecoms firms, for example, know exactly when a customer is lost because that’s when they close their account – not so! Read more
De-skilling globalising law firms
Yet another great piece at SMS – also not yet published – from Susan Segal-Horn and Alison Dean. What happens when corporate law-firms go international? Seems from in-depth research on their reports that – amongst other things Read more