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 :).

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