Get VOCAL!: Growing Profits Through Customer-Supplier Relationships (Digital Short Cuts)
- By Larry A. Brown
- Published Sep 26, 2006 by Cisco Press.
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- Copyright 2007
- Edition: 1st
- eBook (Watermarked)
- ISBN-10: 1-58705-317-9
- ISBN-13: 978-1-58705-317-7
VOCAL is a proven method that transforms relationships between customers and suppliers. It brings transparency, structure and trust to underperforming or difficult relationships where millions of dollars are at stake and the success or failure of a business venture can hang in the balance. It is also an acronym that stands for visibility, ownership, communication, accountability and leadership, the main ingredients that go into making the model a success.
Get VOCAL! is a digital book that provides you with the business rationale as well as the skills to build cooperation, solve problems, and achieve tangible results. It shows you how to organize and run powerful joint teams and to use a proven seven-step method for planning and implementing the VOCAL process.
Get VOCAL! is divided into two main parts. The first part uses stories from actual Cisco customer engagements to get under the hood of the process to show what it is and how it works. The second part focuses on the seven steps to implement the VOCAL process. The steps have evolved over many years of trial and error in the workplace and have proven to be a series of best practices that will optimize a user’s success.
The first part of the book consists of two chapters. The first chapter, “Turning Chaos into Order,” explores the differences between cowboy cultures and process cultures in corporations. It illustrates how VOCAL bridges the gap across functions and across companies to provide structure, focus, and discipline in a systematic, durable, and repeatable way. The second chapter is an overview of the VOCAL process and how its parts move together to produce real results.
The second part of this digital book is told in eight chapters: “Line Up Your Troops,” “Excite the Customer,” “Scramble to Get Ready,” “Light the Fuse!” “Launch the Teams,” “Brag to the Execs,” “Know You’re Good,” and “Keep Weeding the Garden.” The first seven chapters provide details about each of the seven implementation steps and Chapter 10 shows how to measure the progress and success of VOCAL engagements. Actual customer stories add insight and wisdom while helping the reader successfully navigate the often dangerous waters of the customer-supplier relationship.
Table of Contents
Introduction: In the Beginning
1. Turning Chaos into Order
2. Get VOCAL!
3. Line Up Your Troops
4. Excite the Customer
5. Scramble to Get Ready
6. Light the Fuse!
7. Launch the Teams
8. Brag to the Execs
9. Know You’re Good
10. Keep Weeding the Garden
Epilogue: A Better Tasting Casserole
Excerpts
Download PDF (227 KB)
Table of Contents
Introduction: In the Beginning
1. Turning Chaos into Order
2. Get VOCAL!
3. Line Up Your Troops
4. Excite the Customer
5. Scramble to Get Ready
6. Light the Fuse!
7. Launch the Teams
8. Brag to the Execs
9. Know You’re Good
10. Keep Weeding the Garden
Epilogue: A Better Tasting Casserole
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