Al Wiley, an executive of Xpectmor, sent us a comment on our recent Market Share post. He says that “market share is the definitive measure of customer satisfaction.” Of course he is right. The measure of market share, however, is what causes the dilemma for many of us. In the equipment market it is reasonably […]
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The blog on variable lead times for each part number seems to have struck a chord so with that in mind I thought it appropriate to kick over another sacred cow in parts inventory management – The Economic Order Quantity. The EOQ has been around since 1905 when Mr. Kerr and Mr. Norton developed the […]
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In the 1990’s, three professors, Sasser, Hesketh and Schlesinger from Harvard Business School wrote a book called “The Service Profit Chain.” It was for me the definitive book on customer retention. They posited that in the Industrial Distribution world if you increased customer retention by 5% you would increase the profitability of the business by […]
Yesterday I went on a rant about education. After 24 hours I am somewhat calmer now but I would reference you to our website www.rjslee.com and under the articles tab please check August 2010 under Construction Equipment Digest. That was my take on education a number of years ago. “The notion that a four year […]
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If you had to choose between customer satisfaction and profitability, what would be your choice? I would take customer satisfaction as without satisfied customers the ability to make profit is going to have a short life. How to measure customer satisfaction becomes the challenge. Some people define it as repeat business; others measure the […]
It is interesting watching two grown men argue about higher education. Santorum has called Obama a snob as he said that he wanted everyone to have a four year college education. The Obama backing off and saying he wanted more than just high school highlights a serious subject to consider. What should you do after […]
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A new discussion on market share
/in Business Plans, Business Services, Consulting Services, Customer Service, Marketing, Parts, Personnel, Product Support Selling, Service, Simulation Modelling/by learningwithoutscarsAl Wiley, an executive of Xpectmor, sent us a comment on our recent Market Share post. He says that “market share is the definitive measure of customer satisfaction.” Of course he is right. The measure of market share, however, is what causes the dilemma for many of us. In the equipment market it is reasonably […]
Economic Order Quantity
/in Business Services, Consulting Services, Parts/by learningwithoutscarsThe blog on variable lead times for each part number seems to have struck a chord so with that in mind I thought it appropriate to kick over another sacred cow in parts inventory management – The Economic Order Quantity. The EOQ has been around since 1905 when Mr. Kerr and Mr. Norton developed the […]
Customer Retention
/in Business Services, Consulting Services, Customer Service/by learningwithoutscarsIn the 1990’s, three professors, Sasser, Hesketh and Schlesinger from Harvard Business School wrote a book called “The Service Profit Chain.” It was for me the definitive book on customer retention. They posited that in the Industrial Distribution world if you increased customer retention by 5% you would increase the profitability of the business by […]
A calmer point about education
/in Business Services, Consulting Services, Personnel/by learningwithoutscarsYesterday I went on a rant about education. After 24 hours I am somewhat calmer now but I would reference you to our website www.rjslee.com and under the articles tab please check August 2010 under Construction Equipment Digest. That was my take on education a number of years ago. “The notion that a four year […]
Market Share
/in Business Services, Consulting Services, Customer Service, Parts, Product Support Selling, Service/by learningwithoutscarsIf you had to choose between customer satisfaction and profitability, what would be your choice? I would take customer satisfaction as without satisfied customers the ability to make profit is going to have a short life. How to measure customer satisfaction becomes the challenge. Some people define it as repeat business; others measure the […]
Rant of the Day
/in Consulting Services, Personnel/by learningwithoutscarsIt is interesting watching two grown men argue about higher education. Santorum has called Obama a snob as he said that he wanted everyone to have a four year college education. The Obama backing off and saying he wanted more than just high school highlights a serious subject to consider. What should you do after […]