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The 5 Deadly Sins Against Customer-Centric Innovation

Blog post by on July 23, 2014

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but …

Visualizing complex relationships

Blog post by on July 23, 2014

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard’s infographic of Napoleon’s failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with key facts about the campaign. …

Design Thinking and CX: Part 2

Blog post by on July 23, 2014

Design is a process that helps people develop systems that other people will use. This process can be applied to software, buildings, space shuttles, tea kettles and organizational structures. CX design is about applying design’s problem solving …

Staffing for Social Media Monitoring Success

Blog post by on July 23, 2014

According to the National Institute for Social Media, job posts containing the term “social media” rose by 37% from February 2013 to January 2014. While we don’t have benchmark data to indicate a compound annual growth rate …

Easy Wins

Blog post by on July 23, 2014

Ahhh, summer – a season of sunshine, valiant efforts to slow one’s life down, and vacation travel.  It’s hard not to notice, however, how our great escape efforts are often marked by so much preparatory and participatory stress. …

Achieving sales excellence – a story about sweet spots

Blog post by on July 23, 2014

Sweet spot on gathering information Achieving sales excellence is not a business as usual challenge.  Industries are going through transformational changes that are impacting what companies buy, how they buy, and what they are willing to pay …

Weighted Pipelines And Forecasts

Blog post by on July 23, 2014

I have to admit, I’ve never been able to figure out the value or meaning of the weighted pipeline and forecast.  It’s one of those things that is embedded in every CRM system, it’s one of those …