Customers: Key Component to a Growth Organization

Posted by Deborah Chaddock Brown on July 15, 2009 under Attitude, Customer Moments, making a difference | Read the First Comment

When we think of rising sales we think marketing, new products, higher average ticket, more profits.  Increase the bottom line with more sales. 

We carefully review each line on the P&L to see how we can cut costs and increase profits. 

But do we remember that none of it would be possible without a little thing I like to call:  THE CUSTOMER?

I was doing a little research on growth organizations today and found an interesting article that lists the seven steps to becoming a growth organization. From the first step where the company is totally focused on commodities through the final step where the organization has truly embraced all that is necessary to become a growth organization.  There is a consistent message through all seven steps:

1.  Commodity selling:  The customer is sadly lacking

2.  Demand Fulfillment Organization: Start to focus on customer needs rather than just selling

3.  Solution Selling Organization: You not only focus on the customer’s needs but also identifying and solving their problems

4.  Crossover Sales Organization: You develop your plans and goals around the customer’s needs.

5.  Value Creative Sales Organization: You now understand your customer better than they do themselves and your customer understand your unique value in the industry.

6.  Demand Creating Organization:  Your organization’s value is based on the customer and that fact is known in the community – people come to you – sales close sooner because the focus is on the customer.

7.  Demand Creation Monopoly:  In the customer’s eyes – you are the only logical choice to care for their needs.

It’s all about the customer.  Every breath taken by every associate from bottom to top is focused around what the customer thinks and needs.  Now hold up a mirror.  Where do you stand on the journey to becoming a growth organization?