Outsource Magazine Issue 26 - (Page 62)

Breaking Through As the value of business relationships grows every day, more and more attention is being paid to the science of structuring and optimising them – hence the need, says Marc Kauffman, for Relationship Leverage Architecture… Marc Kauffmann, The Kauffmann Group Marc Kauffmann is the CEO of The Kauffmann Group, “the thought-leader in relationship leverage solutions”, working with organisations to help them understand and optimise their relationships’ value. ll businesses and enterprises seek breakthrough relationships. CEOs search for breakthroughs in the industry and press. They extensively write about breakthroughs in their Annual Reports and talk to investment analysts, partners and customers about breakthrough opportunities. Today, nearly every business initiative shares an important common theme: enhancement of key relationships. These enhancement initiatives go by A 62 ●●●●● different names: Customer Relationship Management, Supply Chain Management, long-distance learning, one-to-one marketing, electronic business or electronic commerce. They all share similar goals of sustaining long-term benefits from key relationships with customers, partners, suppliers, and employees. Dell Computer started with a model of dealing directly with its customers. Then, the company leveraged that knowledge to impact every part of its operations – and all of its key relationships. In the early 1990s, two CSC consultants, Treacy and Wiertsma, wrote a book called The Discipline of Market Leaders. The book’s premise was that market leaders excelled in one of three disciplines: Operational Excellence (low-cost provider), Innovation, or Customer Intimacy. One of the most expeditious ways to achieve these goals is by designing, implementing and managing Relationship Leverage Architecture. Relationship Leverage Architecture requires an intimate understanding of the “I think there should be collaboration, but under my thumb.” – Elia Kazan www.outsourcemagazine.co.uk http://www.outsourcemagazine.co.uk

Table of Contents for the Digital Edition of Outsource Magazine Issue 26

News & Comment
2012 in outsourcing
Fine – but what does it all mean?
Steering Steria
Separate Ways?
Getting Smart
Northern Lights
Heads in the Cloud
Connecting Service
Bigger and Better
NOA Round-Up
Breaking Through
You Cannot be Serious!
Back to the Future
Accounts Payable
The Power of Two
Public-Private Partnerships
Kill or Cure
Public Problems
Head-to-Head
Top Ten
The Legal View
HfS Research
Online Round-Up
Inside Source
The Last Word

Outsource Magazine Issue 26