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Wednesday, July 9, 2008
Asking the right questions...
Carly Fiorina, ex HP CEO, says that good
leadership
requires
asking the right questions
:
I totally agree with that! And further it is important
whom
you are
asking
these questions... and like she says, the
customer
always knows that something is wrong. And even if a customer cannot exactly tell
what
- listening to customers is crucial to detect the need for adjustments and change. A good leader will know what to do from her/his experience even if it is not articulated correctly.
Having an outstanding leader saying this, emphasizes the need of a customer centered Corporate Strategy. This might be the essence of
CRM 2.0
...?
See also Christo Norden Powers book on
Powerful Questions
to learn how to ask the right questions - although this is more focused on a one to one environment. For a company,
analytical CRM
will deliver the answer (when having asked the right questions to the software :).
Technorati Tags:
CRM 2.0
,
Leadership
,
Powerful Questions
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About this Blog
This blog was started to support my MBA studies and my Master Thesis with the topic "CRM 2.0 - Next Generation Customer Relationship Model".
Although I have finished my MBA, I will keep sharing some of my thoughts around social CRM and Enterprise 2.0 here and keep you entertained :)
Enjoy and feel free to tell me if you agree or think that this is far away from reality...
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