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If you are serious about strategy work, you must always do your own analysis. A strategy is not necessarily what the CEO intended or what some executive says it is. Sometimes they are hiding the truth, sometimes they are misstating it, and sometimes they have taken a position as leader without really knowing the reasons for their company’s success.
Good Strategy/Bad Strategy
Richard Rumelt
Triggers might include: If a customer calls to cancel their subscription, schedule an interview. If a customer has a question about feature x, schedule an interview. If a customer requests a customization, schedule an interview. Triggers can change week over week. The key is to clearly communicate to your customer-facing team who you would like to interview and to make it easy for them to schedule the interview. Give them a script to follow. It might be as simple as this: If the customer trigger occurs, then say: “I’d love for you to share your feedback with our product team. Can we schedule 20 minutes for you to talk with them?” If they say “Yes,” have your colleague schedule the interview.
Continuous Discovery Habits
Teresa Torres
The technical term for this property is “scale free,” meaning that the thing is basically the same no matter what size it is. This gives you the magic of what I call “scale-free scalability,” meaning you can scale up or down following the same principles independently of where you are scalewise, which is exactly what you want in order to build something huge with ease.
How Big Things Get Done
Bent Flyvbjerg and Dan Gardner
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