Software Development Forum News, February 2008:
"There is a curious thing about the organization of a typical company. While there is one Vice President in charge of Finance and one Vice President in charge of Operations there can be up to three Vice Presidents facing the customer: a Marketing Vice President, a Sales Vice President, and a Service Vice President. On the one hand, the multiplicity of Vice Presidents and their attendant organizations is a testament to the importance of the customer. On the other hand, multiple organizations means that no one is in charge of the customer relationship and thus no one takes responsibility for it.
"We see this in the metrics that are normally used to measure and reward customer-facing employees. We are still in the early stages of understanding and developing customer relationship metrics. Until now, these metrics have concentrated on measuring our own performance to see how well we are doing. Linda Sharps Relationship Value metric turns this on its head with a new metric that measures our whole relationship with customers.
"Having a value for a customer relationship completely changes the perspective of that relationship. It gives marketing, sales and service an incentive to work together to build the value in the relationship rather than working at cross purposes to build their own empires. Read the book to discover a new and unified way of thinking about and measuring your customers."
Read the complete review by Richard Taylor, quoted above.
Richard Taylor, writes software by day and is the Chair and Founder of the Software Development Forum Business Intelligence Special Interest Group by night.