Mike Boysen

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 just wanted to touch on something that was mentioned in a sidebar because I think it’s important. We nurture leads...

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 customers. I actually experienced this in the Delta Terminal at LaGuardia last fall while waiting for a flight home. I...

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 be re-invented, disrupted and more closely aligned to the needs of organizations struggling to become customer-centered. The CRM market today...

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 to do that successfully, we must figure out what they need and do it better than anyone else. Yes, it’s...

Predicting the Future with #JTBD

Do you glance at your customers and think you really know them? Many of us know what they’ve done because we track things; like what they bought, when they landed on a web page, when the clicked a link, when they tweeted, when they...

Value Delivery Platform, or Trickery?

A few months ago I was browsing through movies for movie night with my son when I spotted something unseemly. While I look forward to this weekly event, there is always a big question as to whether there will be a new movie that...

I’m the Platform…Enable Me Already!

I’ve come to realize that just about everything I do involves communication. I guess that makes me a genius! When I’m creating a Ticket in a CRM application, I’m communicating; when I’m updating my billable time, I’m communicating; when I’m corresponding via email I’m...

Making a Process Perform Worse…by Improving It

Anyone even tangentially involved with the process improvement world has heard how Business Process Re-engineering went from the darling of the 90′s to the joke of the new millennium. But, do we really understand why? Here is one take on why this all went...

Activity versus Outcomes: The Story of Influence

I’m no analyst, so I haven’t had my head stuffed with vendor briefings. Frankly, I would go insane if I were to attempt to keep up with so many startups, failures, pivots and cocktail parties (if I had to mix it into my current...

What’s the True Size of the CRM Market?

I guess it’s how you define the market, right? Doing a quick search on Google tells me there are a lot of marketers (I’m assuming) out there being charged with understanding this market with searches like: How is the CRM market defined? How large is…

Opportunities in the Democratization of CRM

More and more, I’m hearing the tempo increase around the conversation of democratizing services like cable TV and mobile phones. It’s also referred to as unbundling, so that we’re (theoretically) only paying for what we want. Some industries are using this as a pricing...

What Does a Qualified Lead Look Like?

I’m not sure if this is one of those topics that make people’s blood boil, or not. However, I’ve noticed a huge disparity between what extremely pragmatic marketing & sales consultants will tell you and what otherwise intelligent practitioners actually do (yes, pragmatism wins...

Here’s Why You Don’t Know What Your Customer Needs

Does everyone in your company agree upon what a customer need is? I'm not asking what do your customers need I'm asking do you know what a need is? Go ahead; ask a few of your co-workers. Ask your management team. Ask yourself. Without...

Top 5 Products Customers Simply Must Have a Relationship With

The other day, I got a few people stirred up when I said that customers don't want relationships with companies, and that CRM is dead (as a result). I will stand my ground on this one. First, relationships are a salesperson thing (that's what...

Customers Don’t Want Relationships

CRM is dead. Its slow death began the day software vendors claimed the term as their own, and essentially productized a phrase (and acronym) without bothering to provide any outcomes. That's right, software vendors can only lay claim to a small portion of any...

Your Customer Service Should Fail to Scale

Do customers really care if you have great customer service? I don't want to call a company to help me build a new desk I purchased. I don't want to call a company to complain about a service problem, either. Do you? Designing a...

Sticking Your Neck Out in Web Content Management

We are tasked with finding ways to find new customers, get customers to buy more, prevent customers from leaving and getting referrals based on our superior service delivery. As a result, we begin to get busy; busy putting ideas on post-it notes, busy creating...

10 Easy Ways to Lengthen Your Sales Cycle, Right Now! (Part II)

In this second part (Part I is here), we look at the last 5 ways organizations effectively lengthen their sales cycles. I've adapted this from the book Predictable Revenue which discusses 9 ways to lengthen your sales cycle (and how to overcome it). I've...

10 Easy Ways to Lengthen Your Sales Cycle, Right Now!

You probably clicked the link because you thought I made a mistake in the headline. Why would anyone want to lengthen their sales cycle? The answer is they wouldn't want to, but many of them do because of the way they approach sales and...

The Job-to-be-Done is not an Innovation Framework

Innovation is one of the hottest topics around today; due in no small part to the innovative technology and platforms that allow just about anyone to purse their ideas quickly and cheaply. But therein lies the problem…ideas. Trying to turn ideas into something marketable...

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