Dick Lee

Say “Hello” to Your Inner Customer (If No One Answers, You’re in Deep Trouble)

Imagine you're a female senior executive in a large corporation, working in a high-rise building. One day, you return to your office and find an unmarked coffee cup full of carefully arranged flowers on your desk—accompanied by an unsigned card with no sender identification,...

Avoid Unintended Consequences of CRM-Driven Process Improvement

This is the third of several articles focusing on findings in Customers Say What Companies Don't Want To Hear, a study by Dick Lee and David J. Mangen, Ph.D. Stuff happens. Especially when it's not supposed to happen. Worse yet, when you do good things,...

Customer-Centricity: Movement or Myth?

This is the second of several articles focusing on findings in Customers Say What Companies Don't Want To Hear, a study by Dick Lee and David J. Mangen, Ph.D. "Customer-centricity" is a serious contender for the most gummed-to-death business term of the new century....

Customers Redefine “Customer Focus” (And You May Not Like Their Definition)

This is the first of several articles focusing on findings in Customers Say What Companies Don't Want To Hear, a study by Dick Lee and David Mangen, Ph.D. Late last year, my long-time research partner and Ph.D. data denizen David Mangen and I were...

Can Good Process Support Bad Service?

Have you ever sat at your desk and seriously contemplated what constitutes a service? Yeah, I know. Only until the pain of your chin smashing into the desk snapped you out of it. So let's cheat and look up the word "service" in Dictionary.com,...

Let’s Drink to The Marketers Who Appreciate Generational Changes in the Psyche

"New" psychological insights are finally changing the way at least some marketers view customer purchasing behavior. I say "finally" only because, although the psychological insights are new, the psychological knowledge behind them dates back to the mid-20th century. You might say that the light...

CRM 2006: The Working Stiffs’ Time Has Come

The CRM industry used to be fun. High-tech as hell. Marrying new technology to white collar, fun functions—especially sales and marketing. No need to muck around with messy, tedious, back-office operations stuff. But then, reality struck. Turns out we couldn't change much about our...

Good-Bye Yellow Brick Road: CRM’s Fairytale Start Fades Into a Pragmatic Finish

It's over, folks. It ended not with a bang but a whimper. That brilliant shooting star we called "CRM," which burst upon our horizon in the early 1990s, gradually burned up in the chilling business atmosphere and descended to Earth—to end its short life,...

Before Selecting Software, Take the Road Less Traveled: Business Analysis

Why risk the road less taken when selecting business software? Why not stick with what most companies do? If you've been burned by bad business software selection techniques, you know what goes down during and after software selection. It happens all the time with...

The Business-IT Moat: There’s a Way To Bridge the Yawning Knowledge Gap

A client recently asked us to referee between business and information technology. IT, with concurrence of the CFO—but prior to the arrival of a new sales and marketing management team—had contracted with its vertical ERP software developer to provide an integrated CRM component running...

Don’t Let Your Strategy Be Another Statistic: Here Are Four Keys To Making It...

How does your organization develop new business strategies? If it fits the norm, your CEO and several close associates hole up in a comfortable spot where they can play golf one day and ski the next. Then they emerge from the sauna with a...

Before Implementing CRM Software, Redesign Your Workflow–All of It!

Hey, remember the long-running "CRM theater" show that almost broke the all-time rerun record? The one where a company runs out and buys software, then decides to do CRM? What a tear-jerker. Finally, we got sick of seeing it. So they rewrote the script....

The Best Branding Pales Beside Bad Behavior

Ever hear of Regis McKenna? Hope so, because he deserves all our attention. For openers, many technology pundits credit McKenna, the marketing guru, with setting the tone for Silicon Valley marketing back in the '80s. For believers in CRM, he has two more points...

CRM Process Design for 2005: The End of Amateur Hour

CRM has survived one boatload of bad software. It's survived putrid software sales practices that make the technology smell good. It's even survived so many technology-first, "ready, fire aim" CRM implementations that strategic CRM became an oxymoron. Yet CRM is still around. Still on...

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