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140 • The 100 Greatest Ideas for Building the Business of Your Dreams

reflect your progress against your critical success factors. As an illustration, here are
some common critical success factors for a key customer, along with examples of
why you would score yourself as shown:

1. Level of contact - score 3
We have never spoken to top management at corporate level. In the Division
where we are strong we have slumped to a project manager level with the divi-
sion's general manager meeting us only socially from time to time.

2. Customer satisfaction —score 6
We have performed well and score highly on the customer satisfaction survey.
We do not have detailed information of the real business benefits our products
have given them.

3. Accountplanning - score 2
We have hardly started this and are blocked from getting the process going by
our poor level of contact.

4. Competitive position - score 8
It would take a very long time indeed to get rid of our installed base. They are
pretty dependent on us

5. Strategic applications, products and services - score 6
We know that what we provide should be strategic, but we do not really know
how to exploit this.

6. Customer strategies - score 7
Our knowledge of the customer's strategy gives us confidence that our products
and services will continue to be important to them.

7. Prospecting —score 5
Our pipeline of prospects is not sufficient to reflect our market share. We do not
understand the opportunities at corporate or divisional level outside the one
division where we are strong.