Customer centrism, will it ever be enough?!

Recently I was attending a round table discussion with very experienced and smart business men. Company owners, CEO’s, directors, etc. The group was attending the conference because they see a changing environment. New entrants, manufacturers going directly, changing buying behavior, etc  and this conference helps to learn from peers and experts, besides of course meeting old friends.

 

During the round tablet that was actually about using war gaming techniques to stress test strategies. Very interesting and check @Chris Paton to learn more. But one of the discussions was with a regional, business supplies company. The company owner was in a constant search of doing things better, smatter and future proof.

 

He was telling that although his original business is in the delivery of paper and pens, delivery of beds on an oilrig is part of the service. A large wholesaler reacted and said, but in what business are you? You need to watch out that you do not lose yourself.And naturally this person was (also) right.

 

Another person reacted, are you in business supplies, or are you a procurement and logistics services provider? This gave a totally different insight on which the business owner reacted: yes indeed, the heart is standard supplies, but we are indeed a procurement company, a good example are all the personalised products we deliver for our business customers.

 

Then I reacted and asked him whether he has heard about the apps that claim to deliver anything? Download the app, type what you want and the team behind the app start to search and deliver.

 

Is this a threat, or should he be launching this app? And what would happen if a b2b version with Uber a-like investments is being launched? Or is somebody already launching it? Is it maybe the Echo from Amazon?

 

Hint for this company, you could start with a what’s app ordering service for your best customers…. One of our customers did it in a heavy b2b environment and is very happy with the  so are its customers….

 

Greeting,

Bob

 

During the round tablet that was actually about using war gaming techniques to stress test strategies. Very interesting and check @Chris Paton to learn more. But one of the discussions was with a regional, business supplies company. The company owner was in a constant search of doing things better, smatter and future proof.

 

He was telling that although his original business is in the delivery of paper and pens, delivery of beds on an oilrig is part of the service. A large wholesaler reacted and said, but in what business are you? You need to watch out that you do not lose yourself.And naturally this person was (also) right.

 

Another person reacted, are you in business supplies, or are you a procurement and logistics services provider? This gave a totally different insight on which the business owner reacted: yes indeed, the heart is standard supplies, but we are indeed a procurement company, a good example are all the personalised products we deliver for our business customers.

 

Then I reacted and asked him whether he has heard about the apps that claim to deliver anything? Download the app, type what you want and the team behind the app start to search and deliver.

 

Is this a threat, or should he be launching this app? And what would happen if a b2b version with Uber a-like investments is being launched? Or is somebody already launching it? Is it maybe the Echo from Amazon?

 

Hint for this company, you could start with a what’s app ordering service for your best customers…. One of our customers did it in a heavy b2b environment and is very happy with the  so are its customers….

Deel deze pagina