by Cindy Barnes
INDEX
Note: The index is filed in alphabetical, word-by-word order. Numbers within main headings and ‘Mc’are filed as spelt out. Acronyms are filed as presented. Page locators in italics denote information contained within a Figure or Table.
Abcon 198–99
account management 50
advertising 17, 25, 52, 130
advocacy, customer 39
Airbnb 14
Aircom 99–103
airline industry 20–21, 94–95, 183–84
alternative offerings (alternatives) 10, 60, 71, 88
Amazon 48, 55, 182
attributes, good salesperson 119, 121–2, 149–50
audits 40
authenticity 4, 17, 34, 37, 39, 40, 55, 71, 155–56, 159–60
automotive industry 11
see also General Motors (GM); National Vehicle Distribution; Rolls-Royce
Aylesbury Vale District Council (AVDC) 45–49, 172
barriers (implementation) 92, 190
behaviour change 26, 37–38, 158, 159, 164
see also leadership behaviours
Berne, Eric 158
Biocel 202–03
Blades, Phil 99
Blockbuster 3
board members 40, 60, 194
Bolgers Engineering 32
branding 19, 79
see also global brands; rebranding
Brazil 177–78
Brock, Dave 6, 61
build-measure-learn 178–79
building services industry 193–95
business consultants 140, 141, 143
business ecosystem 18, 28, 34–38, 39–40, 156–57, 158, 161, 162–63, 164, 169
business integration 18, 61, 100, 156
business segments 108–09
business-to-business (B2B) market 17, 81–82, 134, 163
business-to-consumer (B2C) market 81–82
buyer map 120, 148
‘buyer’s remorse’ 118
buyers 17, 100, 109–10
see also buyer map; ‘buyer’s remorse’; buying; buying cycle; customers; ‘informed consumer’
buying 26, 82, 105–06, 123
buying cycle 17, 122–26
Cafferkey, Tom 41, 42
call centres 13, 53–54
capabilities 85–86, 96–97
see also good salesperson attributes; skills
cardboard box manufacturing 89–90
care packages 46–47
CCN 195–98
Challenger Sale, The (Dixon & Adamson) 122, 134–35
change management 2–3, 6, 7, 163–66
chapters 180
chemicals industry 176, 202–03
China 9, 27
churn 12, 54, 157
clarity 44, 49, 102, 202
closing the sale (deal) 116–17, 120, 162
cloud computing 10, 48, 179, 195–98
co-created value 37, 67, 68, 69, 203
coaching 165, 166, 169
Cognition in the Wild (Hutchins) 37
cold calling 113, 114, 121
collaboration 77, 99, 175, 196, 200, 201
collaboration analysis 71
commoditization 12–13
commodity suppliers 25, 41, 81, 84, 85, 86, 96, 164
common vision 49–52
communication 12, 37, 41, 115–16, 164
see also listening skills; marketing messages
companies see organizations
company politics 119
competitor analysis 41, 71, 85, 127, 190
competitors 27, 181, 188
see also alternative offerings; competitor analysis; differentiation; market disruptors
components suppliers 23, 67, 68, 69, 85–86, 91, 93, 98
Computational Class Notes 195–98
computers (computerized systems) 13, 16, 139, 140
see also cloud computing
confidence 66, 81–82, 101, 102, 163, 194, 195
consultants 140, 141, 143
consultative selling (salespeople) 68, 69, 70, 85, 93–95, 125, 147, 148, 165–66, 167
and prospects 110, 111
storytelling 135–45
in transition stage 118
consulting selling 167
core skills 85–86, 96–97, 178
Corporate Executive Board 17, 54
corporate social responsibility 16
corporate transparency 16, 17
‘cost of doing nothing’ 145
cost savings (cost-cutting) programmes 11, 14–15, 19, 45, 89, 90
cost vs value 11–12
Creating and Delivering your Value Proposition (Barnes, Blake & Pinder) 1, 32, 59
cross selling 23
culture 27, 102, 158, 182
customer-centricity 5, 31–33, 43, 56–57, 87–90, 97–98, 149, 157, 159
customer churn 54, 157
customer engagement 18, 38–40, 75, 119
customer experience mapping 34–37, 49, 54, 131
customer feedback 19, 50–51, 76, 114, 163, 172, 178, 179, 185, 194
see also customer interviews
customer interviews 32, 41, 50–52, 63–66, 75, 157
customer objections 119, 121, 137
customers 3–4, 6, 13, 19–21, 25–29, 50–57, 79–80, 84–85, 151, 171
see also buyers; customer-centricity; customer churn; customer engagement; customer experience mapping; customer feedback; customer interviews; customer objections; emotions (feelings); ‘informed consumer’; value experience
dabbawallas 177
Dealer Track software 98
decentralization 175–76, 184
decision making 26, 72, 100, 102, 118, 119, 135–136
deregulation 10
differentiation 9, 60, 68, 71, 89, 100, 106, 184
Digg 179
directed questioning 50, 124, 135, 146–47
Dixon, Matt 39, 54, 67, 122, 134
documentation 40, 84, 151, 167
see also marketing materials; programme plans; proposals; sales material
Donlan, Andy 193–95
Dropbox 179
Du Pont 176
Dunbar’s number 175, 177, 180
Dunne, Robert 77–79
dynamics 158
Easterbrook, Steve 31
economic landscape 4, 9, 10–12, 14
education sector 195–98
Effortless Experience, The (Dixon, Toman & DeLisi) 39, 54
8th Law of Value Proposition Selling 7, 122, 166–68
electronics industry 15, 22
emotional decision making 26, 100, 102, 118, 119, 135–36
emotional value 71
emotions (feelings) 51, 63, 65, 131, 136, 138, 151, 152, 153, 165
negative 141
neutral 135, 137, 142
see also emotional decision making; emotional value; optimism
empathy 7, 67, 80, 93, 134, 151–53
empathy maps 134
employee engagement 12, 16, 156–57
Employee Engagement Study (Cone Communications 2016) 16
employees 12–13, 24, 43, 53, 54, 55, 63–65, 76, 159
recruitment of 41, 47, 182
retention 16, 41
see also capabilities; employee engagement; rewards structure; skills
empowerment 13, 53, 54, 55
engagement 12, 16, 18, 38–40, 75, 119, 156–157
engineering industry 32, 87, 92, 198–99
Enterprise Ireland 44–45, 79
ethics 2, 4, 10, 17, 39
ethnographic research 64, 99
Europe 9, 20, 27, 51, 53, 74, 75
European Union (EU) 10
evidence (proof) 60–73
experience see customer experience mapping; frictionless customer experience; intense
experiences; value experience
expert service salespeople 123–24, 146, 148–49
experts 80
fast-moving consumer goods industry 89–90
fears, discussion of 132–33
/> feedback 50–51, 76, 114, 163, 172, 178, 178–79, 185, 194
see also customer interviews
feelings (emotions) 51, 63, 65, 131, 138, 151, 152, 153, 165
see also emotional decision making; emotional value
5th Law of Value Proposition Selling 7, 61, 160–62
financial services industry 10, 26, 51–52, 73–77, 172
Finlay, Sean 200–01
first contacts 132
first impressions 131–32
1st Law of Value Proposition Selling 7, 25, 156–57
flat lattice organizational structure 176
FMCG industry 89–90
Foley, Paul 67
followership 176
Forrester 17
Foundry, The 3
4th Law of Value Proposition Selling 7, 126, 159–60
frictionless customer experience 55
funding 45–46, 77, 198
Futurecurve 44–45, 46–47, 74, 79, 180, 189
Gaynor, Andrew 200–01
General Motors (GM) 174–75, 176
generic questions 12
Geoscience Ireland 200–01
Glanbia Ingredients Ireland (GII) 20
global account management 50
global brands 92, 101
Global Financial Services Co (GFS) 51–52
global overview 76
globalization 1, 2, 9, 10, 171
GlycoSelect 77–79
good salesperson attributes 119, 121–22, 149–50
Gore see WL Gore & Associates
Gore, Bill 176
Grainger 134–35
ground rules 132–33
Guide to Customer-Centricity (Gallup) 38
guilds 180, 184
Hacker News 179
Hatvany, Béla 39–40
health-care sector 43
see also hospital bed manufacturing
hierarchy
organizational 172–73
value 59, 60, 70
Hock, Dee 175–76
holonomic thinking 4, 40
hospital bed manufacturing 88–89
Houston, Drew 179
Hsieh, Tony 182
iMessage 99, 100
implementation barriers 92, 190
Incgen 48
India 9
industrial chemicals industry 176, 202–03
industrial democracy 177–78
‘informed consumer’ 15–17
initial conditions 131–32
Innovator’s Solution (Christensen & Raynor) 82
integration 18, 61, 100, 156
intense experiences 131
internal company interviews 63–65
international deals 91–92
internet of things (IoT) 14
interpretative phenomenological analysis (IPA) 65–66
interviews 5, 32, 41, 50–52, 63–66, 75, 157
IT systems 48
see also cloud computing; computers (computerized systems); Dealer Track software
jobs-to-be-done framework 82
joint ventures 125, 162, 167
Joseph Schlitz Brewing Company 3
knowledge sharing 48
large corporations 12, 15, 19, 23, 26, 49–50, 112, 119, 139
Laws, Value Proposition Selling 7–8, 155–69
leadership behaviours 12, 49, 159
leading by example 159
Leading Innovation, Creativity and Enterprise (Cook) 175
lean start-ups 178–82
learn early, learn often 179
learning 179, 196
see also build-measure-learn; training programmes
Leonard, Gene 163
Limecart 48
listening skills 151–53
living organizations 173–74
Lockheed Martin 175
lottery revenue 48
LotusWorks 41–42
LTE Fast Track 102–03
McCarthy, Dr Karl 202–03
McDonald, Paul 180–82
McDonald’s 31
machine paradigm 173–74
managed services 100, 102–03, 103
manufacturing industry 85–86, 89–90, 177–78, 198–99
mapping 34–37, 49, 54, 134
market analysis 59, 62
market disruptors 3, 13–14, 53, 171, 172
market positioning 37, 39, 77, 86–87, 97
market research 6, 42, 63, 161
marketing (function) 7, 17, 61, 70, 82, 104, 109, 112, 160–62
marketing materials 92, 99
marketing messages 66, 73, 92, 93, 134, 190
marketing strategy 3, 22, 23, 24, 26, 28, 82, 93
mechanistic organizations 173–74
meetings 133
Mergermarket Group 73–77
Metro Bank 172
middle class expansion 9
millennials 2, 10, 16–17
minimum viable product (MVP) 178, 179
mirror neurons (mirroring) 7
mission statements 183–84
Möbius strips 47
Modern Professor, The 196–98
‘My Account’ 48
National Health Service 43
National Vehicle Distribution 11, 37–38, 96–98
NATS 20–21
natural resources scarcity 9–10, 16
needs-based buying 123
negative emotions 136, 141, 153
negative stories 130
negotiating stage 117–18, 121
Netflix 3, 14
neural coupling 7
neurons 7
neutral emotions 135, 136, 137, 142
neutral stories 130
NHS 43 9th Law of Value Proposition Selling 7, 125, 149, 168
NVD 11, 37–38, 96–98
objections, customer 119, 121, 137
objectives 37, 49
see also purpose
offer suppliers 84, 85, 91
offerings analysis 59, 67–70
Ogilvy, David 63
On Looking (Horowitz) 80
optimism 130, 137, 138, 142
see also positive emotions (feelings)
organizational attributes 83
organizations 17–19, 24, 61, 95, 139, 156, 162–63
see also business ecosystem; business integration; business segments; company politics; corporate transparency; industrial democracy; large corporations; organizational attributes; small businesses; successful businesses; technical businesses; whole organization approach
culture 158, 182
decentralized 175–76, 184
living 173–74
mechanistic 173–74
resilient 172–73, 176
selling 158, 171–86
siloed 23, 25, 112, 149, 156, 173
structure 8, 20, 92, 112, 158–59, 176
participatory management 177–78
PayPal 55
peak-end rule 131
peer-to-peer (P2P) model 2, 14, 48, 125, 147
Perry, Grayson 63
pharmaceutical industry 77–79
phenomenological research (techniques) 5, 63, 65, 99
physical positioning 80
‘Plan B/C’ 143, 151
planning (preparation) 115–16, 138, 143, 168
see also programme plans
politics, company 119
positive emotions (feelings) 136, 153, 165
positive stories 130–31
price, defined 42–43
price reduction/rises 21
private healthcare 43
processes, simple 177
procurement processes 11–12, 84–85
see also business ecosystem
product-centricity 56–57, 87
product management 61
products 22, 91, 92
see also minimum viable product (MVP); product-centricity; product management
programme plans 163–66
proof (evidence) 60, 71, 73
proposals 84, 85, 115–16, 120
prospects 109–10, 113–1
4
see also qualified prospects
psychological insights 2, 5, 51–52, 65–66, 74, 131, 144, 166
P2P (peer-to-peer) model 2, 14, 48, 125, 147
public sector 44–49, 84
see also Aylesbury Vale District Council (AVDC); National Health Service (NHS)
purpose 49, 183–84
see also objectives
Putting the Soul Back into Business 39–40
qualified prospects 111–14, 115, 121
qualitative research 64–66, 88–89, 90
see also customer interviews
quantitative research (information) 51, 64–65, 66, 135, 141, 144–45
questions
buyer 105
competitor analysis 71
consultative selling 110, 147
directed 50, 124, 135, 146–47
generic 12
market analysis 62
mixed sales 148
prospects 109
scripted 13, 50, 53
summing up 136, 137
transactional selling 91, 109
what/why 64
rail industry 87–88, 97
rational decision making 26, 100, 135, 136
rational value 71
rebranding 14, 19, 22, 38, 172
recruitment process 41, 47, 182
redesigning for resilience 172–73
redundancy programmes 15
Reed, Jonathan 75–77
reframing 47–48, 80
reporting, employee engagement 12
requests for information (RFI) 84, 85
requests for proposal (RFPs) 84, 85
research 17, 26
ethnographic 64, 99
market 6, 42, 63, 161
phenomenological 5, 63, 65, 99
qualitative 64–66, 88–89, 90
see also customer interviews
quantitative 51, 64–65, 66, 135, 141, 144–45
research continuum 65–66
resilient organizations 172–73, 176
retention, employee 16, 41
rewards structure 23, 24, 164
Ries, Eric 178
role-plays 166
Rolls-Royce 9
sales 160, 161–62
see also cross selling; selling consulting; selling culture; selling organization; team selling; up selling
sales (function) 61
sales approaches 90–95, 167
see also consultative selling (salespeople); transactional selling (salespeople)
sales behaviours see sales styles
sales directors 22
sales funnels 115
sales material 24, 87, 99, 134
sales philosophy, self-test 126–28
sales process (cycle) 22, 107–28, 166–67, 181, 191
sales proposition 6–7, 33, 81–106
sales skills 167–68
sales stories 7, 129–53, 156, 164
sales styles 121, 148–49, 165–66, 168
see also consultative selling (salespeople); expert service salespeople; solutions salespeople; transactional selling (salespeople)
sales teams 22, 29, 34, 37, 86, 99, 106, 118, 147–48