Sublime

of the firm’s entire productive capacity, 40 or 50 percent is consumed with a higher-priced person performing a lower-value task.

Not all accounts are equal in value, so why are you creating equal experiences for them? It’s okay to play favorites—in fact, it’s necessary! Assigning tiers is the fairest way to make sure you design experiences that reflect what each account is worth. Your top tier gets wined and dined; your bottom tier gets Sprite and takeout. A B2B approach giv

appraisal

“Their expectations for desired business outcome,” a manager from Chicago chimed in. Another manager from San Francisco didn’t give them a chance to continue. “Discovery is when we identify the key players, like potential coaches, Champions, gatekeepers, technical users, and enemies. By enemies, I meant competition.” He gave a grin here. “The compe

Peter Drucker.

few firms have any systematic program for ensuring and improving the experience the client has with the firm.