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I've come to learn, I own the PROBLEM, that is the computer doesn't work. The very helpful people seeking to resolve my problem are actually following up only on their portion of the problem-- Read More

What are your strategies for customer retention? Do you see if you can keep them? Do you learn from them if you can't? What are your strategies for customer experience? Do you have the ability to respond to their need, or do you follow your policies? Read More

I'm also struck by how casuallly we, both sales people and managers, take the strategy development process early in the sales cycle. I see few reviews, little coaching. The reviews usually start mid way through the process and increase in intensity toward the end. But it's early in the process wher Read More

Our customers deserve far more than nurturing and great service. Those are table stakes for any sales territory, but they don't help our customers grow and improve. They don't help our customers get better. Our customers need us to be hunting--helping them to discover new opportunities, new ideas, Read More

Effective coaching is about growth--it's about discovery. Effective coaching challenges each of us to look at things differently, to think about new approaches. Effective coaching increases our independence--we develop new capabilities to assess our strategies, to determine next steps. Read More

Our sales process, particularly when aligned with our customers' buying processes is our most effective tool in maximizing our effectiveness in each opportunity, as well as maximizing our ability to manage our pipelines and territories. The sales process is designed to maximize our ability to win, Read More

The other day, my friend Jill Konrath wrote a compelling post, Silence Is Complicity.  Please make sure you read it.  The post resulted in an email discussion Read More

Actually, these are best leveraged together---big data and powerful analytics have deep meaning when positioned in the context of powerful stories. Stories give people a context in which to position the analysis provided by the data. They provide meaning and help create insight. Read More

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