World-Class, Lean Performance in the SMEs - Small and Medium Enterprises - by Carlo Scodanibbio, Industrial & Business Consultant - Lean Management Consultant
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Carlo Scodanibbio
Industrial & Business Consultant
Lean Management Consultant

synoptic pages (27)


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World-Class approach to Clients

QUESTIONS NEEDING AN ANSWER
Example of check-list for the SME. Obviously, this check-list is not comprehensive.

  • Do you know your Clients?
  • Are you able to define and describe a "profile" of your "typical" Clients?
  • How many Clients have you got?
  • Can you do an "ABC Classification" of your Clients? Per Product (or Service)? Per Volume of Sales? Over the years?
  • Do you know the level of satisfaction of your Class A Clients? And of your Class B Clients? Can you measure it?
  • What are your commercial strategies with regard to your Class A Clients? and your Class B and Class C Clients?
  • Why do your Clients buy from you?
  • Why do your non-Clients buy from your Competitors?
  • Can you quantify all the above???
  • ??

SME people! If this simple check-list is here, it's because I have seen many enterprises unable to give an answer to basic, simple questions like those above.
Are you in the same situation?



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