Eat Their Lunch: Winning Customers Away from Your Competition (Anthony Iannarino, 2018)

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  •  Reasons for clients to switch account
    • Complacency
    • Sense of entitlement
    • Apathy and lack of communication
    • Resentment
    • New stakeholders
    • Long-unaddressed needs and changes
    • Unaddressed systematic challenges
  • Value creation
    1. Product
      • Good product or service
    2. Service
      • Outstanding service
      • Outstanding support
      • Good product or service
    3. Business results
      • Solves tangible business problems
      • Outstanding service and support
      • Good product or service
    4. Strategic partner
      • Strategic outcomes
      • Envision the future
      • Integrated
  • Relationship value and economic value of value creation
    1. Level one
      • Transactional
      • Product or service
      • Vendor
    2. Level two
      • Experience
      • Support or service
      • Supplier
    3. Level three
      • ROI
      • Tangible business outcomes
      • Preferred vendor
    4. Level four
      • Strategic
      • Proactive
      • Trusted adviser
  • Discovery
    • Individual = Intentional + Behavioural
    • Exterior = Behavioural + Systems
    • Collective = Systems + Culture
    • Interior = Culture + Intentional
    • Intentional
      • Values
      • Status
      • Levels
      • Types
      • Motivation
      • Preferences
    • Behavioural
      • Key performance indicators (KPIs)
      • Metrics
      • Activities
      • Behaviours
    • Systems
      • Organisational structure
      • Systems
      • Programs
      • Strategy
      • Marketing
    • Culture
      • Shared values
      • Purpose
      • Worldview
      • Priorities
      • Intentions

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