About Tom Peters
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| Tom & Bob Waterman coauthored In Search of Excellence in 1982; the book was named by NPR (in 1999) as one of the "Top Three Business Books of the Century," and ranked as the "greatest business book of all time" in a poll by Britain's Bloomsbury Publishing (2002). Tom followed Search with a string of international bestsellers: A Passion for Excellence (1985, with Nancy Austin), Thriving on Chaos (1987), Liberation Management (1992: acclaimed as the "Management Book of the Decade" for the '90s), The Tom Peters Seminar: Crazy Times Call for Crazy Organizations (1993), The Pursuit of WOW! (1994); The Circle of Innovation: You Can't Shrink Your Way to Greatness (1997); and in 1999 a series of books on Reinventing Work: The Brand You50, The Project50 and The Professional Service Firm50. In 2003 Tom and publisher Dorling Kindersley released Re-imagine! Business Excellence in a Disruptive Age; the revolutionary book, an immediate No.1 international best seller, aims to do no less than reinvent the business book through vibrant, energetic presentation of critical ideas. |
Recent Article:
100 Ways to Succeed #85
- For more on Tom Peters visit www.tompeters.com
R.O.C(I): "They" All Work For Me!
Suppose I work in a 201-person unit.
Suppose I'm in sales. (Everybody is—but that's another story.)
Key #1 to success: C(I) >> C(E)
Translation: My Internal Customers/C(I) are more important, perhaps far more important, especially in the long term, than my External Customers/C(E) to whom I am officially making the sale.
Goal: I want all 200 of my mates—in every discipline—working for me! Starting with my CEO!
Secret to Key #1?
Obvious!
Investment!
Big time investment!
Screw the "traditional silos"—I plan to make love to everybody in every department in the Unit. I want 200 folks desperate to make me successful with my External Client-Customer.
I am desperate in turn to get rid of my external customer. I want "my" External Customer to become not "mine," but the customer of my mates/C(I). I want them, my C(I), to reap the pleasure and rewards of the relationship with "my" (now their!) External Customer.
(FYI: This applies to every project. The customer is not the customer. The customer is my mates throughout the enterprise who will surpass me in their effort to satisfy-WOW my "official" end user-customer for that IT project)
So? Are you investing like a ... deranged maniac ... in your C(I)? Do all 7, 17, 170 folks in your unit work for you—and love it?
Return On Investment in Internal Customers/C(I)—nothing more important. Oh, by the way, have you ... MEASURED ... the "customer satisfaction" of your internal customers?
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