Sensible people expend their rebellious tendencies during their teenage years, becoming more conventional as they pass through their twenties and thirties and beyond.  Somehow I seem to have got this the wrong way round.

Jack Springman, Customer Strategy ConsultantSince I work as a management consultant (and wear a suit and tie to work most days), conferring upon myself the title of ‘rebel’ would show an acute lack of perspective and invite understandable hoots of derision.  But as I have wizened (while not necessarily becoming wiser) increasingly I have found the process of challenging widely-held assumptions – specifically those that underpin management science, strategy and marketing – to be a source of energy and inspiration.

Being clear about what you think is flawed also helps highlight what you believe to be important.  And after spending many years as a strategy consultant, for the most part evaluating acquisitions for both corporate and private equity clients, somewhat belatedly I found that my passion lay in the area of customer management – how businesses create value for their customers in ways that create value for themselves; how they manage customer relationships in ways that deliver an experience that differentiates them from their competitors; and how they achieve profitable growth by acquiring, growing and retaining profitable customer relationships.

This blog aims to reflect both these motivating forces – my passion for all things related to customer strategy development and my belief that many of the pre-suppositions underlying conventional thinking are flawed, meaning conventional approaches to management research, strategy and marketing are part of the problem as to why businesses struggle to achieve organic growth and not part of the solution.

As should be clear from this preamble,  this is a personal blog, all views expressed are mine and mine alone and should not be attributed to any other individual or organisation.

I can be contacted by email at jack@jackspringman.com or by telephone on +44 7802 724 585.

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