01
Define a good customer
A clear definition of your 'right' customer informs your chosen strategy; use this persona to determine your single strategy and the processes to serve them.
Section 04
Serve the Right Customer
Master Managers focus on the customers they can serve in an exemplary way.
Great companies know how to focus on serving their right customer better than any competitor.
- Define the right customer
- Learn the three generic strategies
- Build specific strategies and operations for your company
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What defines the right customers for us?
What we'll cover in Serve the Right Customer
02
Create the right strategy
Understand all three potential strategies a business can choose between, with examples of companies that maintain them company-wide.
03
Build a sales process
Determine company-specific strategies directly tied to your vision to secure and serve good customers.
04
Build an operations process
Create operations that maximize your strength in pursuit of the best customers.
05
Constantly build the culture
Use repetition, frequency, and key employees to build a culture that prioritizes these processes.
06
Don't pick up nails
Optimize every piece of your business around your goals, and you'll serve the right customer.
By the end of this section you will:
- Identify your good customers
- Choose the right strategy for that customer
- Build a sales process to secure and serve them
- Build an operations process to serve them
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