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Great customer experience design starts with the customer, not with our internal operations. If we start our design from an outside-in perspective, we can simultaneously created differentiated customer experience and have lean, efficient and effective operations. Read More

I actually think sales and marketing will start getting aligned and integrated more quickly. The forcing function for the alignment will be the customer--the markets. Customers will no longer accept or respond to differing messages, disparate conversations, clumsy engagements. Customers will not wa Read More

I just read the IBM 2011 Global CMO Marketing Study.  It's a fascinating report, based on in-depth interviews with more than 1700 CMO's worldwide.  It's a Read More

Great sales people are curious about the profession of selling. They are constantly learning, improving, changing. They never believe they have learned everything--they are interested in seeing what other successful sales people do--in their companies--in other organizations. They constantly push t Read More

Follow-Up, a simple concept, but one which too many managers fail to execute.   Yet is is probably one of the most important elements of successful Read More

Some people have great difficulty making a decision. They may be very analytic or risk averse--always looking for more data on which to make a decision, and never comfortable that they have enough. They are looking to eliminate all uncertainty and risk, making the perfect decision. There is never e Read More

The sales process is unique to the organization--it may even be unique to a product line or a market. It is based on the organization's best practices and success in engaging and winning customers. Competitors will have different sales processes--even if they are selling similar products to the sam Read More

I can't imagine any business professional not leveraging LinkedIn as much as possible. It's powerful in building your own brand and people's awareness of you. It's a powerful research tool, enabling us to get a little deeper insight into the people we are talking to Read More

As sales professionals, we both fail to serve our customers and we lose opportunity by not addressing the total decision making process. We have to address both the data and facts, we have to address the emotions and fears. Read More

Too many people I speak with have a sense of entitlement-that they are owed something. Whether deserved or not, there is an arrogance about their jobs and (always) compensation. They often refuse to recognize the need to change--even if they see things aren't working they continue to do the same th Read More