Mike Boysen

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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)...

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...

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...

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...

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 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...

What Does the Commoditization of CRM Mean to your Business?

One of the very interesting things to watch over the past 10 years has been the complete disruption of elements within the CRM industry....

Be Careful What You Measure

Here is something that I just read about (again) and have long known it even though I haven't always thought about it. "People don't pay...

The Dreaded “W” of Workflow

Workflow in the CRM world quite often involves a consultant (in cahoots with a willing client) automating everything; simply because they can. I've been...

Marketing, Milkshakes and Innovation

As many of you know, I'm a fan of innovation; whether its product innovation, service innovation or innovative marketing. I've embraced the tenants of...

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