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Most managers confuse customer value with price, resulting in price becoming the primary attribute for selling.
The confusion between value, price and cost causes us to lose money. Srinivasa Addepalli offers a simple framework to understand these three terms and also determine customer value.
Why are large organizations often unable to handle sales or customer service issues at the operating level? Why does escalation become the norm?
“How do we create differentiation in low-engagement, mature product categories,” asked a participant at a recent workshop. For a while, I was stumped. All the