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Building long-term success, Cost, Measuring, Voice, bike, Ladder, games,…
Building long-term success
Quality
Quality assurance
Meet customer expectations
Proactive approach
Quality control
Technical and service requirements
Reactive approach
Cost of quality
Appraisal costs
Internal costs of defects
Prevention costs
External costs of defects
Innovation
Cycles of innovation
Business cycle
Product life cycle
Virtuous cycles
Vicious cycles
Creativity
Problem solving
Long term
Short term
Change management
Early majority
Late majority
Early adopters
Laggards
Innovators
Welcomed
Employee relations
Employee voice
Direct
Indirect
Employee empowerment
Flexible working
Employability
Politics
Political games
Stakeholder analysis
Power
Interest
Political astuteness
Personal skills
Interpersonal skills
Reading people and situations
Building alignment and alliances
Strategic direction and scanning
Improving performance
Importance to customers
Performance against competitors
Development plans
Operational risk and resilience
Impact
Likelihood
Hazards
Managing risk
Risk mitigation
Risk assessment matrix
Relationship marketing
Customer loyalty
Customer satisafaction
Service-dominant logic
Customer value
Commitment, trust, customer orientation and communication
Loyalty ladder
Relationship life cycle
Business-to-business relationships
Internal marketing
Internal communication
Internal team peer
Internal project peer
Leader management
Internal corporate
Unfair customers
Types of employees
Agnostics
Cynics
Champions
Saboteurs
Measuring success
Key marketing measures
Financial
Non-financial
Materiality matrix
Impact on business success
Importance to stakeholders
Crisis management
Scandal
Fake news
Brand sabotage
Customer
Employee
4 step crisis framework
10 crisis management recommendations
Leadership
Position
Purpose
Result
Person
Process
Strategic Leadership
Leadership
Personnel
Main idea
Value
Shared value
Shareholder value
Value player
Openness
Empowerment
