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Reading Group Guide

    Discussion Group Questions
    1. How are your customers' demands today different than they were two years ago? How will they be different two years from now? What is driving that change? How will you have to change to meet it? Will your organization and customer connection be the same? Will you have the same definition of who your customer is? (Chapters 1 and 2)
    2. How many people know your mission by heart? How many think it is relevant to how they do their job each day? Is it relevant to how you do your job? (Chapter 5)
    3. What do your customers want when they talk with your salespeople? Does your compensation system motivate your sales team to provide it -- every time, one customer at a time? (Chapter 7)
    4. What is the difference between data, information, and knowledge? Could technology help you turn what anyone on the frontline discovers into learning everyone in your organization can use? What would you most like to learn? What would your customers like to learn? What would give you the best gauge of your company's health and prospects? (Çhapter 8)
    5. What makes a Web site "successful" for your customers? Could you create a networked connection that would make your product or service cheaper, faster, or better for them? How would you measure "better"? Who would your customers measure it? (Chapter 9)

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