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Why Great Customer Service isn’t an Element of Value

As I pondered on the Elements of Value Pyramid, I wondered why Customer Service isn’t on that list. And yet many sales people chant that during their pitch. Why isn’t it on the Pyramid? That’s because nothing beats a working product. Customer service...

Breaking the Iron Triangle

We have heard the adage before: “We deliver on Quality, Speed and Price – pick two.” And that has become the business constraint, the Iron Triangle, that we accept. In fact, when a product or service claims to provide all three nodes of the triangle,...