Mike Boysen
Social Selling is Just Selling: Here’s the Proof
There’s a lot of danger in using catchy phrases to describe something that everyone defines differently through the various solutions they offer. The term...
Customer Success: Not Just for Farmers Anymore
At the end of the day it doesn’t matter what we call our efforts to sustain happy and loyal customers; our customers simply want...
The Job of Hitting a Nail on the Head
I just read a post on HBR that hit the nail on the head when the author critiqued Whole Food’s treatment of the millennial...
Failing fast is for People Who Failed Statistics
"Failing Fast" is a strategy for those who failed statistics. The chances of winning are the same every time. #innovation #jtbd #strategy
— Tony Ulwick...
The Customer Process: The Five Things You Need To Know Now
Recently, Esteban Kolsky (who also posted this on his blog), Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based...
CRM Rescue – A TV Show That Would Fail?
I see many similarities where transformational change is discussed, idealized, promoted and industrialized into nice, neat little packages. Since the advent of social media...
Are We Ready for Competitive Advantage as a Service?
Today, I was inspired by the Pizza as a Service model that made its rounds last year, and decided to rip the concept off...
My CRM goes to 11
When you live on a scale from 1 to 10, getting to 11 seems nearly impossible for anyone entrenched in the current thinking of...
The Proper Order of Things in a Customer-Centric World
As always, I write this from the vantage point of a CRM consultant.
It has been said that no framework is perfect, but some are...
Ironically, the Best Employees NEVER Leave
There are a few things that really get my goat:
The belief that Net Promoter Score (NPS) predicts revenue
The belief that competitive capabilities can be...
The Software Formerly Known as CRM?
There was a buzz in the air at this year’s CRM Evolution about the sudden realization that Customer Relation Management (CRM) is dead. One...
Supposedly, Growth Exists Where There Are No Numbers
How can we measure the unknown? How can we even locate the unknown? On the face of it, Clay Christensen’s quote “growth exists where...
Train-Wreck Management v.s. Systems Thinking
If you haven’t read The Leader’s Handbook: Making Things Happen, Getting Things Done I highly recommend it for you iconoclasts out there. It provides...
Can You Really Drive Sales By Measuring Activities?
A popular way to measure your business is to measure inputs, things you do, or activities. For example, if you are in the semi-conductor...
The Sales and Marketing Magic Quadrant
I know, it looks like I’m about to be cynical; but a guy has to have some fun once in a while (OK, maybe...
Measuring Customer Experience One Step at a Time
There are those who say you cannot measure customer experience. What they are saying is “hire me to improve customer experience but don’t ask...
Nurturing Leads with Your Silly Ideas
I was browsing through the latest Alert from CustomerThink.com called The Definitive Guide to Lead Nurturing (click the appropriate box) sponsored by Marketo. I...
The Job-to-Be-Done of an iPad Menu
I recently saw some Twitter conversation on the topic of jobs-to-be-done and the growing trend to digitize menus and provide them through iPads to...
Re-visiting Re-inventing #CRM
A little more than a year ago I wrote a lengthy post in which I tried to describe how I believe CRM needs to...
The Job of Creating a Customer
If there is one thing we (for profit businesses) can all agree upon, it’s that we are in business to create customers. In order...