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you repeat mistakesyou duplicate workyou have poor customer relationsgood ideas don’t transfer between departmentsyou’re competing on priceyou can’t compete with market leadersyou’re dependent on key individualsyou’re slow to launch new products/services or enter new marketsyou don’t know how to price for service
Analyze past strategic initiatives that didn't meet objectives.
Knowledge Management Wellness: Symptoms & Actions
Background
Managing your org’s knowledge can produce incredible value but is hard to coordinate. If you’re experiencing any of these 9 symptoms, you probably have a knowledge management problem.
This tool will give you a few ideas for how to address a knowledge problem through action.
Symptoms reproduced from: Osland, Kolb, & Rubin, “Organizational Behavior: an experiential approach.” 2001, 7th Ed., Prentice Hall, 38-40.
which was developed from: Thomas A. Stewart, "Why Dumb Things Happen to Smart Companies." Fortune, June 23, 1997, 135, no. 12, 159-60.
How to use this tool
While you’re welcome to bulk-skim the actions to see what speaks to you, I recommend you first filter the table by symptom and/or by role. Then consider the actions across the three timelines.
You can also hover over a symptom, role, or timeframe to see its description.
Matrix of Knowledge Symptoms & Actions
Symptom
Role
Timeframe
Search
Symptom
Role
Timeframe
Action
You repeat mistakes
Leadership
Short-term
Send a company-wide memo encouraging open discussion about recent mistakes.
You repeat mistakes
Leadership
Medium-term
Organize a meeting to discuss recent failures and lessons learned.
You repeat mistakes
Leadership
Long-term
Implement a culture shift towards embracing mistakes as learning opportunities by integrating them into performance reviews.
You repeat mistakes
Operations
Short-term
Review recent operational errors and document them.
You repeat mistakes
Operations
Medium-term
Develop a standardized process for reporting and analyzing mistakes.
You repeat mistakes
Operations
Long-term
Create a knowledge base of past mistakes and preventive measures.
You repeat mistakes
Sales
Short-term
Identify common pitfalls in the sales process.
You repeat mistakes
Sales
Medium-term
Conduct a team training session on avoiding repeated errors.
You repeat mistakes
Sales
Long-term
Establish a mentorship program to share best practices and lessons learned.
You repeat mistakes
Marketing
Short-term
Audit recent campaigns for recurring issues.
You repeat mistakes
Marketing
Medium-term
Develop guidelines to prevent repeated marketing errors.
You repeat mistakes
Marketing
Long-term
Implement a review system before campaign launches to catch potential mistakes.
You repeat mistakes
Customer Service
Short-term
Collect feedback on recurring customer complaints.
You repeat mistakes
Customer Service
Medium-term
Train staff on resolving common issues effectively.
You repeat mistakes
Customer Service
Long-term
Create a FAQ or knowledge base for customer inquiries.
You repeat mistakes
Finance
Short-term
Identify and correct recent financial discrepancies.
You repeat mistakes
Finance
Medium-term
Establish checks and balances to prevent repeat errors.
You repeat mistakes
Finance
Long-term
Implement an internal audit system for continuous improvement.
You repeat mistakes
Human Resources
Short-term
Review recent hiring or onboarding mistakes.
You repeat mistakes
Human Resources
Medium-term
Update training materials to address common errors.
You repeat mistakes
Human Resources
Long-term
Develop an organizational learning program focused on mistake prevention.
You repeat mistakes
IT
Short-term
Log recent technical issues and resolutions.
You repeat mistakes
IT
Medium-term
Create troubleshooting guides for common problems.
You repeat mistakes
IT
Long-term
Implement a ticketing system that tracks and analyzes recurring issues.
You repeat mistakes
Product/Service Development
Short-term
Review failed projects to identify repeated mistakes.
You repeat mistakes
Product/Service Development
Medium-term
Hold a workshop to discuss lessons learned from past projects.
You repeat mistakes
Product/Service Development
Long-term
Integrate a post-mortem process after each project to document and learn from errors.
You repeat mistakes
Strategy / BizDev
Short-term
You repeat mistakes
Strategy / BizDev
Medium-term
Develop a framework for evaluating potential mistakes in future strategies.
You repeat mistakes
Strategy / BizDev
Long-term
Establish a continuous improvement plan that includes regular strategy reviews.
You duplicate work
Leadership
Short-term
Send out a directive emphasizing the importance of collaboration.
You duplicate work
Leadership
Medium-term
Initiate cross-departmental meetings to discuss ongoing projects.
You duplicate work
Leadership
Long-term
Invest in collaboration tools that allow visibility into all projects.
You duplicate work
Operations
Short-term
Map out current processes to identify overlaps.
You duplicate work
Operations
Medium-term
Consolidate similar tasks and assign clear responsibilities.
You duplicate work
Operations
Long-term
Implement a centralized workflow management system.
You duplicate work
Sales
Short-term
Share current client lists to prevent overlap in outreach.
You duplicate work
Sales
Medium-term
Coordinate with marketing for unified lead generation.
You duplicate work
Sales
Long-term
Develop a CRM system accessible to all sales team members.
You duplicate work
Marketing
Short-term
Check for overlapping campaigns or content pieces.
You duplicate work
Marketing
Medium-term
Create a content calendar shared with the entire team.
You duplicate work
Marketing
Long-term
Implement a digital asset management system.
You duplicate work
Customer Service
Short-term
Review recent customer interactions to spot duplication.
You duplicate work
Customer Service
Medium-term
Assign specific customer queries to designated team members.
You duplicate work
Customer Service
Long-term
Integrate a customer service platform that tracks all interactions.
You duplicate work
Finance
Short-term
Identify duplicate financial entries or reports.
You duplicate work
Finance
Medium-term
Standardize financial reporting procedures.
You duplicate work
Finance
Long-term
Adopt an integrated accounting software.
You duplicate work
Human Resources
Short-term
Cross-check current recruitment efforts for overlap.
You duplicate work
Human Resources
Medium-term
Centralize the hiring process to a single platform.
You duplicate work
Human Resources
Long-term
Develop an HRIS (Human Resource Information System) for unified data management.
You duplicate work
IT
Short-term
Audit help desk tickets for duplicate issues.
You duplicate work
IT
Medium-term
Create a knowledge base for common technical problems.
You duplicate work
IT
Long-term
Implement a unified IT support platform with self-service options.
You duplicate work
Product/Service Development
Short-term
Review ongoing projects for similar objectives.
You duplicate work
Product/Service Development
Medium-term
Consolidate similar projects to streamline efforts.
You duplicate work
Product/Service Development
Long-term
Establish a project management office (PMO) for oversight.
You duplicate work
Strategy / BizDev
Short-term
Share strategic plans with key stakeholders.
You duplicate work
Strategy / BizDev
Medium-term
Align departmental goals to prevent overlapping initiatives.
You duplicate work
Strategy / BizDev
Long-term
Implement strategic planning software accessible to all relevant parties.
You have poor customer relations
Leadership
Short-term
Reach out to key customers for immediate feedback.
You have poor customer relations
Leadership
Medium-term
Organize a customer satisfaction survey.
You have poor customer relations
Leadership
Long-term
Develop a customer-centric culture through training and policies.
You have poor customer relations
Operations
Short-term
Identify bottlenecks affecting customer satisfaction.
You have poor customer relations
Operations
Medium-term
Streamline processes to improve customer delivery times.
You have poor customer relations
Operations
Long-term
Implement quality management systems like ISO standards.
You have poor customer relations
Sales
Short-term
Follow up with recent customers to gauge satisfaction.
You have poor customer relations
Sales
Medium-term
Train sales team on active listening and customer needs assessment.
You have poor customer relations
Sales
Long-term
Develop long-term relationship management strategies.
You have poor customer relations
Marketing
Short-term
Monitor social media for customer complaints.
You have poor customer relations
Marketing
Medium-term
Create targeted campaigns addressing customer pain points.
You have poor customer relations
Marketing
Long-term
Build a community around the brand for better engagement.
You have poor customer relations
Customer Service
Short-term
Respond promptly to unresolved customer issues.
You have poor customer relations
Customer Service
Medium-term
Train staff on empathy and effective communication.
You have poor customer relations
Customer Service
Long-term
Implement a customer relationship management (CRM) system.
You have poor customer relations
Finance
Short-term
Review billing processes for errors causing customer dissatisfaction.
You have poor customer relations
Finance
Medium-term
Simplify invoicing and payment methods.
You have poor customer relations
Finance
Long-term
Offer flexible financing or payment plans.
You have poor customer relations
Human Resources
Short-term
Assess if staffing levels meet customer service needs.
You have poor customer relations
Human Resources
Medium-term
Hire or reassign staff to customer-facing roles as needed.
You have poor customer relations
Human Resources
Long-term
Develop customer service training programs for all employees.
You have poor customer relations
IT
Short-term
Fix any technical issues affecting customer interactions.
You have poor customer relations
IT
Medium-term
Upgrade customer-facing technologies for better performance.
You have poor customer relations
IT
Long-term
Implement self-service portals for customer support.
You have poor customer relations
Product/Service Development
Short-term
Collect customer feedback on products/services.
You have poor customer relations
Product/Service Development
Medium-term
Adjust product features based on customer input.
You have poor customer relations
Product/Service Development
Long-term
Involve customers in the development process for co-creation.
You have poor customer relations
Strategy / BizDev
Short-term
Analyze market trends affecting customer satisfaction.
You have poor customer relations
Strategy / BizDev
Medium-term
Develop strategies to enhance customer loyalty.
You have poor customer relations
Strategy / BizDev
Long-term
Establish partnerships that add value to the customer experience.
You have poor customer relations
Strategy / BizDev
Long-term
Good ideas don't transfer between departments
Leadership
Short-term
Encourage open communication across departments.
Good ideas don't transfer between departments
Leadership
Medium-term
Organize inter-departmental meetings or workshops.
Good ideas don't transfer between departments
Leadership
Long-term
Foster a collaborative culture through policies and incentives.
Good ideas don't transfer between departments
Operations
Short-term
Share successful process improvements with other teams.
Good ideas don't transfer between departments
Operations
Medium-term
Create a repository of best practices accessible to all.
Good ideas don't transfer between departments
Operations
Long-term
Implement cross-functional teams for projects.
Good ideas don't transfer between departments
Sales
Short-term
Share effective sales techniques within the team.
Good ideas don't transfer between departments
Sales
Medium-term
Collaborate with marketing for unified messaging.
Good ideas don't transfer between departments
Sales
Long-term
Participate in company-wide knowledge-sharing platforms.
Good ideas don't transfer between departments
Marketing
Short-term
Distribute successful campaign results internally.
Good ideas don't transfer between departments
Marketing
Medium-term
Host a workshop on innovative marketing strategies.
Good ideas don't transfer between departments
Marketing
Long-term
Create an internal newsletter highlighting departmental successes.
Good ideas don't transfer between departments
Customer Service
Short-term
Share common customer issues with relevant departments.
Good ideas don't transfer between departments
Customer Service
Medium-term
Develop a feedback loop between customer service and product development.
Good ideas don't transfer between departments
Customer Service
Long-term
Implement a unified customer feedback system.
Good ideas don't transfer between departments
Finance
Short-term
Provide financial insights to other departments for better decision-making.
Good ideas don't transfer between departments
Finance
Medium-term
Conduct training sessions on budget management.
Good ideas don't transfer between departments
Finance
Long-term
Integrate financial planning into overall strategic planning.
Good ideas don't transfer between departments
Human Resources
Short-term
Share talent development strategies across departments.
Good ideas don't transfer between departments
Human Resources
Medium-term
Organize team-building activities to enhance collaboration.
Good ideas don't transfer between departments
Human Resources
Long-term
Implement company-wide mentorship programs.
Good ideas don't transfer between departments
IT
Short-term
Notify all departments of system updates or new tools.
Good ideas don't transfer between departments
IT
Medium-term
Train staff on new technologies that improve collaboration.
Good ideas don't transfer between departments
IT
Long-term
Deploy enterprise collaboration tools like wikis, intranets, or social platforms.
Good ideas don't transfer between departments
Product/Service Development
Short-term
Share prototypes or ideas with other teams for feedback.
Good ideas don't transfer between departments
Product/Service Development
Medium-term
Collaborate with sales and marketing for market alignment.
Good ideas don't transfer between departments
Product/Service Development
Long-term
Establish innovation labs involving cross-departmental teams.
Good ideas don't transfer between departments
Strategy / BizDev
Short-term
Share strategic insights with all departments.
Good ideas don't transfer between departments
Strategy / BizDev
Medium-term
Align departmental goals with overall business strategy.
Good ideas don't transfer between departments
Strategy / BizDev
Long-term
Create strategic committees with representatives from each department.
You're competing on price
Leadership
Short-term
Analyze the value proposition of your offerings.
You're competing on price
Leadership
Medium-term
Shift focus from price to quality and unique selling points.
You're competing on price
Leadership
Long-term
Invest in innovation to differentiate from competitors.
You're competing on price
Operations
Short-term
Identify cost-saving measures without compromising quality.
You're competing on price
Operations
Medium-term
Optimize processes to increase efficiency.
You're competing on price
Operations
Long-term
Implement lean management practices.
You're competing on price
Sales
Short-term
Train sales team to sell on value, not just price.
You're competing on price
Sales
Medium-term
Develop case studies showcasing ROI for clients.
You're competing on price
Sales
Long-term
Build long-term relationships focusing on customer success.
You're competing on price
Marketing
Short-term
Highlight unique features and benefits in marketing materials.
You're competing on price
Marketing
Medium-term
Rebrand if necessary to reflect premium value.
You're competing on price
Marketing
Long-term
Launch campaigns that position the company as an industry leader.
You're competing on price
Customer Service
Short-term
Provide exceptional service to enhance perceived value.
You're competing on price
Customer Service
Medium-term
Collect testimonials and reviews highlighting quality.
You're competing on price
Customer Service
Long-term
Develop loyalty programs to retain customers.
You're competing on price
Finance
Short-term
Review pricing strategies and profitability.
You're competing on price
Finance
Medium-term
Develop flexible pricing models based on value-added services.
You're competing on price
Finance
Long-term
Invest in financial analytics to support strategic pricing.
You're competing on price
Human Resources
Short-term
Assess if employee skills align with delivering high-value services.
You're competing on price
Human Resources
Medium-term
Provide training to enhance skills and competencies.
You're competing on price
Human Resources
Long-term
Attract and retain top talent to improve service offerings.
You're competing on price
IT
Short-term
Ensure all systems support high-quality service delivery.
You're competing on price
IT
Medium-term
Implement technologies that enhance product/service value.
You're competing on price
IT
Long-term
Develop proprietary tools that set the company apart.
You're competing on price
Product/Service Development
Short-term
Identify unique features that can be enhanced.
You're competing on price
Product/Service Development
Medium-term
Innovate new products/services that meet unmet needs.
You're competing on price
Product/Service Development
Long-term
Create a product roadmap focused on differentiation.
You're competing on price
Strategy / BizDev
Short-term
Research competitors to identify gaps in the market.
You're competing on price
Strategy / BizDev
Medium-term
Develop strategies that focus on niche markets or specialties.
You're competing on price
Strategy / BizDev
Long-term
Form strategic partnerships to enhance value propositions.
You can't compete with market leaders
Leadership
Short-term
Analyze strengths and weaknesses compared to market leaders.
You can't compete with market leaders
Leadership
Medium-term
Identify unique market opportunities or niches.
You can't compete with market leaders
Leadership
Long-term
Set a vision that focuses on innovation and agility.
You can't compete with market leaders
Operations
Short-term
Benchmark operational processes against industry standards.
You can't compete with market leaders
Operations
Medium-term
Implement best practices to improve efficiency.
You can't compete with market leaders
Operations
Long-term
Achieve certifications that enhance credibility.
You can't compete with market leaders
Sales
Short-term
Target underserved segments in the market.
You can't compete with market leaders
Sales
Medium-term
Develop sales strategies that leverage company strengths.
You can't compete with market leaders
Sales
Long-term
Build a sales force skilled in consultative selling.
You can't compete with market leaders
Marketing
Short-term
Increase brand visibility through targeted campaigns.
You can't compete with market leaders
Marketing
Medium-term
Highlight differentiators in marketing messages.
You can't compete with market leaders
Marketing
Long-term
Establish thought leadership through content marketing.
You can't compete with market leaders
Customer Service
Short-term
Offer personalized service to differentiate from competitors.
You can't compete with market leaders
Customer Service
Medium-term
Collect and act on customer feedback to improve offerings.
You can't compete with market leaders
Customer Service
Long-term
Achieve high customer satisfaction ratings to build reputation.
You can't compete with market leaders
Finance
Short-term
Allocate budget towards strategic growth areas.
You can't compete with market leaders
Finance
Medium-term
Secure funding or investments for expansion.
You can't compete with market leaders
Finance
Long-term
Optimize financial models to support competitive strategies.
You can't compete with market leaders
Human Resources
Short-term
Adjust recruitment strategies to prioritize talent with experience in competing against market leaders.
You can't compete with market leaders
Human Resources
Medium-term
Develop training programs to enhance competitive skills.
You can't compete with market leaders
Human Resources
Long-term
Foster a culture of innovation and adaptability.
You can't compete with market leaders
IT
Short-term
Analyze IT infrastructure to ensure it supports rapid growth and scalability.
You can't compete with market leaders
IT
Medium-term
Experiment with emerging technologies to implement ahead of competitors.
You can't compete with market leaders
IT
Long-term
Invest in R&D for proprietary technologies.
You can't compete with market leaders
Product/Service Development
Short-term
Identify gaps in market leaders' offerings.
You can't compete with market leaders
Product/Service Development
Medium-term
Develop products/services that fill those gaps.
You can't compete with market leaders
Product/Service Development
Long-term
Innovate disruptive solutions that redefine the market.
You can't compete with market leaders
Strategy / BizDev
Short-term
Conduct a SWOT analysis to inform strategy.
You can't compete with market leaders
Strategy / BizDev
Medium-term
Explore partnerships or alliances for competitive advantage.
You can't compete with market leaders
Strategy / BizDev
Long-term
Implement long-term strategies focused on market leadership.
You're dependent on key individuals
Leadership
Short-term
Acknowledge the risk and discuss it with the leadership team.
You're dependent on key individuals
Leadership
Medium-term
Develop succession plans for key roles.
You're dependent on key individuals
Leadership
Long-term
Foster a culture of knowledge sharing and collaboration.
You're dependent on key individuals
Operations
Short-term
Identify critical tasks performed by key individuals.
You're dependent on key individuals
Operations
Medium-term
Cross-train team members to handle essential functions.
You're dependent on key individuals
Operations
Long-term
Document processes and create operation manuals.
You're dependent on key individuals
Sales
Short-term
Recognize top performers and understand their methods.
You're dependent on key individuals
Sales
Medium-term
Encourage top salespeople to mentor others.
You're dependent on key individuals
Sales
Long-term
Standardize successful sales techniques across the team.
You're dependent on key individuals
Marketing
Short-term
Catalog key campaigns and strategies led by individuals.
You're dependent on key individuals
Marketing
Medium-term
Create templates and guidelines based on successful initiatives.
You're dependent on key individuals
Marketing
Long-term
Build a collaborative team environment that reduces silos.
You're dependent on key individuals
Customer Service
Short-term
Identify key employees critical to customer satisfaction.
You're dependent on key individuals
Customer Service
Medium-term
Share knowledge through team meetings and documentation.
You're dependent on key individuals
Customer Service
Long-term
Implement rotational roles to broaden skill sets.
You're dependent on key individuals
Finance
Short-term
Ensure critical financial information is accessible to authorized personnel.
You're dependent on key individuals
Finance
Medium-term
Cross-train staff on essential financial processes.
You're dependent on key individuals
Finance
Long-term
Implement robust financial systems that reduce individual dependency.
You're dependent on key individuals
Human Resources
Short-term
Assess risks associated with key personnel departures.
You're dependent on key individuals
Human Resources
Medium-term
Develop retention strategies for key employees.
You're dependent on key individuals
Human Resources
Long-term
Create a talent pipeline that combines recruitment and development efforts.
You're dependent on key individuals
IT
Short-term
Document critical IT systems and procedures.
You're dependent on key individuals
IT
Medium-term
Train multiple staff members on essential IT functions.
You're dependent on key individuals
IT
Long-term
Implement knowledge management systems.
You're dependent on key individuals
Product/Service Development
Short-term
Map out key projects reliant on specific individuals.
You're dependent on key individuals
Product/Service Development
Medium-term
Encourage team-based project management.
You're dependent on key individuals
Product/Service Development
Long-term
Develop a knowledge repository of product development insights.
You're dependent on key individuals
Strategy / BizDev
Short-term
Identify strategic initiatives dependent on key people.
You're dependent on key individuals
Strategy / BizDev
Medium-term
Involve a broader team in strategic planning.
You're dependent on key individuals
Strategy / BizDev
Long-term
Institutionalize strategic processes and decision-making frameworks.
You're slow to launch new products/services or enter new markets
Leadership
Short-term
Identify bottlenecks in decision-making processes.
You're slow to launch new products/services or enter new markets
Leadership
Medium-term
Delegate authority to accelerate approvals.
You're slow to launch new products/services or enter new markets
Leadership
Long-term
Cultivate an agile organizational structure.
You're slow to launch new products/services or enter new markets
Operations
Short-term
Review current operational workflows for inefficiencies.
You're slow to launch new products/services or enter new markets
Operations
Medium-term
Streamline processes to reduce time-to-market.
You're slow to launch new products/services or enter new markets
Operations
Long-term
Implement agile methodologies like Scrum or Kanban.
You're slow to launch new products/services or enter new markets
Sales
Short-term
Gather market intelligence on new opportunities.
You're slow to launch new products/services or enter new markets
Sales
Medium-term
Prepare the sales team for upcoming product launches.
You're slow to launch new products/services or enter new markets
Sales
Long-term
Develop rapid sales deployment strategies for new markets.
You're slow to launch new products/services or enter new markets
Marketing
Short-term
Analyze competitor launch strategies.
You're slow to launch new products/services or enter new markets
Marketing
Medium-term
Create go-to-market plans for upcoming products.
You're slow to launch new products/services or enter new markets
Marketing
Long-term
Build flexible marketing campaigns that can be quickly adapted.
You're slow to launch new products/services or enter new markets
Customer Service
Short-term
Prepare FAQs and support materials for new products.
You're slow to launch new products/services or enter new markets
Customer Service
Medium-term
Train customer service reps on new offerings.
You're slow to launch new products/services or enter new markets
Customer Service
Long-term
Establish feedback mechanisms to improve future launches.
You're slow to launch new products/services or enter new markets
Finance
Short-term
Allocate budget for product development and market entry.
You're slow to launch new products/services or enter new markets
Finance
Medium-term
Forecast financial projections for new initiatives.
You're slow to launch new products/services or enter new markets
Finance
Long-term
Secure funding or optimize capital structure for expansion.
You're slow to launch new products/services or enter new markets
Human Resources
Short-term
Assess staffing needs for new projects.
You're slow to launch new products/services or enter new markets
Human Resources
Medium-term
Recruit or train employees for required skills related to new products/services.
You're slow to launch new products/services or enter new markets
Human Resources
Long-term
Develop talent management strategies to support innovation.
You're slow to launch new products/services or enter new markets
IT
Short-term
Ensure IT infrastructure can support new products/services.
You're slow to launch new products/services or enter new markets
IT
Medium-term
Develop IT solutions that facilitate faster product development.
You're slow to launch new products/services or enter new markets
IT
Long-term
Invest in emerging technologies to stay ahead of the curve.
You're slow to launch new products/services or enter new markets
Product/Service Development
Short-term
Prioritize product backlog based on market demand.
You're slow to launch new products/services or enter new markets
Product/Service Development
Medium-term
Accelerate development cycles using agile methods.
You're slow to launch new products/services or enter new markets
Product/Service Development
Long-term
Establish an innovation lab or R&D department.
You're slow to launch new products/services or enter new markets
Strategy / BizDev
Identify potential markets and assess feasibility.
You're slow to launch new products/services or enter new markets
Strategy / BizDev
Develop strategic partnerships for market entry.
You're slow to launch new products/services or enter new markets
Strategy / BizDev
Create a long-term roadmap for sustained innovation and growth.
You don't know how to price for service
Leadership
Short-term
Review current pricing to spot gaps in value understanding.
You don't know how to price for service
Leadership
Medium-term
Discuss with key customers to learn how they perceive your service's value.
You don't know how to price for service
Leadership
Long-term
Implement a value-based pricing model reflecting true customer value.
You don't know how to price for service
Operations
Short-term
List all services and value-added features.
You don't know how to price for service
Operations
Medium-term
Calculate actual costs to deliver each service.
You don't know how to price for service
Operations
Long-term
Optimize processes to enhance efficiency and inform pricing.
You don't know how to price for service
Sales
Short-term
Gather feedback on what customers value most.
You don't know how to price for service
Sales
Medium-term
Train the team to sell on benefits, not just price.
You don't know how to price for service
Sales
Long-term
Adjust incentives to promote value-based selling.
You don't know how to price for service
Marketing
Short-term
Research competitors' pricing and value propositions.
You don't know how to price for service
Marketing
Medium-term
Develop messages highlighting unique benefits.
You don't know how to price for service
Marketing
Long-term
Create content helping customers understand your value.
You don't know how to price for service
Customer Service
Short-term
Identify common needs valued by customers.
You don't know how to price for service
Customer Service
Medium-term
Enhance service quality to boost perceived value.
You don't know how to price for service
Customer Service
Long-term
Offer tiered service levels with matching prices.
You don't know how to price for service
Finance
Short-term
Analyze which services are most profitable.
You don't know how to price for service
Finance
Medium-term
Develop detailed cost models for pricing decisions.
You don't know how to price for service
Finance
Long-term
Use analytics tools to monitor pricing effectiveness.
You don't know how to price for service
Human Resources
Short-term
Assess team skills that add service value.
You don't know how to price for service
Human Resources
Medium-term
Train staff to enhance customer experience.
You don't know how to price for service
Human Resources
Long-term
Align compensation with delivering higher-value services.
You don't know how to price for service
IT
Short-term
Catalog all technical support services offered.
You don't know how to price for service
IT
Medium-term
Implement metrics to quantify service value.
You don't know how to price for service
IT
Long-term
Develop self-service platforms to add customer value.
You don't know how to price for service
Product/Service Development
Short-term
Gather data on how customers use your products.
You don't know how to price for service
Product/Service Development
Medium-term
Focus on features solving key customer problems.
You don't know how to price for service
Product/Service Development
Long-term
Innovate new solutions addressing unmet needs.
You don't know how to price for service
Strategy / BizDev
Short-term
Research market needs your services can meet.
You don't know how to price for service
Strategy / BizDev
Medium-term
Identify value gaps compared to competitors.
You don't know how to price for service
Strategy / BizDev
Long-term
Develop partnerships to enhance offerings and justify higher prices.
There are no rows in this table
Prepared by Andy Farnsworth
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