Customer Touch Points

Customer Touch Points

Designing and improving processes in ways that “delight customers” is a major foundation to Six Sigma.  It is such an important principle that we would regularly deploy customer touch point audits when I worked for GE before joining the CSR team.  I continue to use...
Summertime and Client Relationships

Summertime and Client Relationships

From Thanksgiving to the New Year – that’s the quintessential time frame for recognizing clients with gifts.  And CSR definitely gears up with fresh ideas well in advance of that time to suggest ways to lavish your love on your customers and employees.  But why not...
The Game Changing Question

The Game Changing Question

At CSR, we have been fans for a long time of Alex Goldfayn’s work – his books, his videos, his newsletter, and his client engagements.  Why?  Because we have witnessed first-hand how his revenue growth principles work, and we love their practicality, simplicity and...
Striving for the Ideals

Striving for the Ideals

There’s a tool that CSR employs with all of our clients looking for strategic growth. That tool is the ideal client profile or ICP. The ICP is a lovely tool because it’s quite the Swiss Army knife with its many uses and benefits. We’ll break down those utilities and...
Do Your “Boarding” Processes Pass Muster?

Do Your “Boarding” Processes Pass Muster?

Almost every company lists their human resources as their #1 asset.  They place high priorities on their talent and invest significant dollars in compensation, benefits, training, and other development time and expenses.  At CSR, we have discovered time and again that...