Comments for StephenSaber http://stephensaber.com Just another WordPress site Fri, 08 Oct 2010 15:51:55 +0000 hourly 1 http://wordpress.org/?v=3.0.5 Comment on Metrics, Metrics, Metrics – the “live, like, love” principle by Les Proctor http://stephensaber.com/metrics-metrics-metrics-%e2%80%93-the-%e2%80%9clive-like-love%e2%80%9d-principle/#comment-95 Les Proctor Fri, 08 Oct 2010 15:51:55 +0000 http://stephensaber.com/?p=230#comment-95 Stephen... Before I went out on my own, I worked for a cataloger who was embarking on a million dollar boondoggle trying to sell capital equipment. It was a lower-margin, one-time sale, but obviously the average sale was much larger. Unfortunately, we were barely hitting breakeven on those product lines -- paying higher salaries, and competing with companies with much greater resources and more established positions in the marketplace. Meanwhile we were making 24:1 return on consumables that their customers were ordering from them month after month, year after year. The metrics told the story, and as far as I was concerned should have been an important factor in the strategy. 5 years later? They've given up on capital equipment and are putting their focus on the consumable business where it should have been all along. Metrics are key. Stephen…

Before I went out on my own, I worked for a cataloger who was embarking on a million dollar boondoggle trying to sell capital equipment. It was a lower-margin, one-time sale, but obviously the average sale was much larger. Unfortunately, we were barely hitting breakeven on those product lines — paying higher salaries, and competing with companies with much greater resources and more established positions in the marketplace.

Meanwhile we were making 24:1 return on consumables that their customers were ordering from them month after month, year after year.

The metrics told the story, and as far as I was concerned should have been an important factor in the strategy. 5 years later? They’ve given up on capital equipment and are putting their focus on the consumable business where it should have been all along.

Metrics are key.

]]> Comment on The power of staying connected by Scott Kargman http://stephensaber.com/the-power-of-staying-connected/#comment-74 Scott Kargman Tue, 27 Apr 2010 12:16:11 +0000 http://stephensaber.com/?p=204#comment-74 I think we have been taught by the same person..... I always take the meeting and you never know where it might lead you.... I think we have been taught by the same person….. I always take the meeting and you never know where it might lead you….

]]> Comment on Focusing in hectic times… by Don Khouri http://stephensaber.com/focusing-in-hectic-times/#comment-72 Don Khouri Sun, 18 Apr 2010 22:34:52 +0000 http://stephensaber.com/?p=200#comment-72 Hi Stephen, great post. I agree with your thoughts and would add to them. The premise is critical which is you need to focus to be productive. The best way to stay focused is to get everything off your mind http://bit.ly/9HyUtM. When your mind is trying to keep track of everything you have to do, it will be nearly impossible to focus on the priorities. There is always more to do than you can do; no surprise there. Hi Stephen, great post. I agree with your thoughts and would add to them. The premise is critical which is you need to focus to be productive. The best way to stay focused is to get everything off your mind http://bit.ly/9HyUtM. When your mind is trying to keep track of everything you have to do, it will be nearly impossible to focus on the priorities. There is always more to do than you can do; no surprise there.

]]> Comment on Working from the outside in – always start with the customer by StephenSaber.com http://stephensaber.com/working-from-the-outside-in-always-start-with-the-customer/#comment-69 StephenSaber.com Wed, 20 Jan 2010 19:42:18 +0000 http://stephensaber.com/?p=170#comment-69 Terry - Great point. As we are forging ahead, we are moving to make this an integral part of the culture of the team and the mindset of the people involved. The challenge is the pressure that technology puts on this process in that the technology is changing so fast and the landscape so quickly that it takes a strong and focused effort to stay at that level with customers. Additionally, as people get entrenched and comfortable with their workload, this becomes a bigger challenge. To do this right, it needs to be a charter of both the organization and the people - something that becomes ingrained in the processes and procedures and considered a critical part of the process. One thing we have done is try to simplify the goals and realign them for all of the staff to make this thinking a priority. Terry – Great point.

As we are forging ahead, we are moving to make this an integral part of the culture of the team and the mindset of the people involved. The challenge is the pressure that technology puts on this process in that the technology is changing so fast and the landscape so quickly that it takes a strong and focused effort to stay at that level with customers. Additionally, as people get entrenched and comfortable with their workload, this becomes a bigger challenge. To do this right, it needs to be a charter of both the organization and the people – something that becomes ingrained in the processes and procedures and considered a critical part of the process. One thing we have done is try to simplify the goals and realign them for all of the staff to make this thinking a priority.

]]> Comment on Working from the outside in – always start with the customer by Terry Baldwin http://stephensaber.com/working-from-the-outside-in-always-start-with-the-customer/#comment-68 Terry Baldwin Tue, 19 Jan 2010 18:47:37 +0000 http://stephensaber.com/?p=170#comment-68 Ideally, it seems like you'd want to tap into what's happening with your customers 'at the moment' vs a separate activity. I'm wondering if your organization has enough interaction with your customers on a regular basis to capture the information you need if they know what to look for and that there is value in looking for it. In other words, I'm curious how far making it part of the culture to be really good at active listening and to consistently value (and mine for) the this information in your customer interactions would take you. Of course, the age old problem of building a knowledge base emerges: How to capture and share the information...perhaps there is a part of your infrastructure that would allow you to tie into your existing processes, etc. On the other hand, maybe this is information that can be discussed on a more ongoing basis - Are you familiar with the book 'Ideas are free' by Robinson & Shroeder? Ideally, it seems like you’d want to tap into what’s happening with your customers ‘at the moment’ vs a separate activity. I’m wondering if your organization has enough interaction with your customers on a regular basis to capture the information you need if they know what to look for and that there is value in looking for it. In other words, I’m curious how far making it part of the culture to be really good at active listening and to consistently value (and mine for) the this information in your customer interactions would take you. Of course, the age old problem of building a knowledge base emerges: How to capture and share the information…perhaps there is a part of your infrastructure that would allow you to tie into your existing processes, etc. On the other hand, maybe this is information that can be discussed on a more ongoing basis – Are you familiar with the book ‘Ideas are free’ by Robinson & Shroeder?

]]> Comment on Working from the outside in – always start with the customer by StephenSaber.com http://stephensaber.com/working-from-the-outside-in-always-start-with-the-customer/#comment-67 StephenSaber.com Tue, 19 Jan 2010 14:21:26 +0000 http://stephensaber.com/?p=170#comment-67 Terry - Thanks for the note. We are looking to schedule this as a cyclical review (either every 6 months or every year) to ensure that we keep taking this approach and opening our eyes to what is critical for our customers. I have been debating the best method to use going forward - I am reluctant to try old methodologies like user groups, client teams, etc as I think that the clients are busier now than before and each have an interesting perspective to bring to the table. If you have thoughts, would love to hear them. Terry – Thanks for the note. We are looking to schedule this as a cyclical review (either every 6 months or every year) to ensure that we keep taking this approach and opening our eyes to what is critical for our customers. I have been debating the best method to use going forward – I am reluctant to try old methodologies like user groups, client teams, etc as I think that the clients are busier now than before and each have an interesting perspective to bring to the table. If you have thoughts, would love to hear them.

]]> Comment on Working from the outside in – always start with the customer by Terry Baldwin http://stephensaber.com/working-from-the-outside-in-always-start-with-the-customer/#comment-66 Terry Baldwin Tue, 19 Jan 2010 14:12:26 +0000 http://stephensaber.com/?p=170#comment-66 Nice approach, Stephen! You seem to have hit on a couple key things by asking the staff to step into the client's shoes : (1) taking on the client's business perspective to identify the appropriate product offerings & (2) taking a realistic look at the organization from the outside in order to improve customer service. Having had the experience - I'm curious whether you will continue this approach in the future, and what if any methods you and your staff are using to help ensure they have as full a perspective as possible. Keep up the good work! Nice approach, Stephen! You seem to have hit on a couple key things by asking the staff to step into the client’s shoes : (1) taking on the client’s business perspective to identify the appropriate product offerings & (2) taking a realistic look at the organization from the outside in order to improve customer service. Having had the experience – I’m curious whether you will continue this approach in the future, and what if any methods you and your staff are using to help ensure they have as full a perspective as possible.

Keep up the good work!

]]> Comment on Think about your marketing messages – Where is the value??? by StephenSaber.com http://stephensaber.com/think-about-your-marketing-messages-where-is-the-value/#comment-45 StephenSaber.com Fri, 13 Nov 2009 21:09:06 +0000 http://stephensaber.com/?p=141#comment-45 Jason - I am checking with Jason to see if he is willing to make it available. I will let you know when I hear for sure. Jason – I am checking with Jason to see if he is willing to make it available. I will let you know when I hear for sure.

]]> Comment on Think about your marketing messages – Where is the value??? by Jason Culp http://stephensaber.com/think-about-your-marketing-messages-where-is-the-value/#comment-44 Jason Culp Wed, 11 Nov 2009 18:11:20 +0000 http://stephensaber.com/?p=141#comment-44 I'd love to read Jason Chudnofsky's handbook. Do you know if it's available? I’d love to read Jason Chudnofsky’s handbook. Do you know if it’s available?

]]> Comment on Marketing 3.0 – the 4 p's have become the 5c's by StephenSaber.com http://stephensaber.com/marketing-3-0-the-4-ps-have-become-the-5cs/#comment-23 StephenSaber.com Fri, 18 Sep 2009 21:59:13 +0000 http://stephensaber.com/?p=95#comment-23 Michael - I actually think in B2B it's evolving to be more critical to have these C's implemented. What is interesting is that the B2B buyer is more knowledgeable because of the web and social media / etc but in the case of products are really trying to understand what is behind that product whether it be a story of a company or an individual or the product itself. Michael – I actually think in B2B it’s evolving to be more critical to have these C’s implemented. What is interesting is that the B2B buyer is more knowledgeable because of the web and social media / etc but in the case of products are really trying to understand what is behind that product whether it be a story of a company or an individual or the product itself.

]]>