Dick Lee
Dick Lee
Author & speaker Dick Lee has been encouraging customer-centric business practices for over 30 years. In his latest book "We Are Buyers. You Are Sellers. You're Busted." he changes focus to encouraging customers to fight back against abusive sellers.
It’s Time for “Trickle Up” Economics
The business landscape right now is hardly a happy place. Beyond the dead bodies in the mortgage business, malaise dominates the business environment. Dreary...
Is Circuit City Getting Its Just Desserts–or Is Best Buy Eating Its Lunch?
Circuit City is sliding faster and faster down the slippery slides of a porcelain bowl. Why? Two basic choices: 1.) Circuit City self-destructed from...
Burn Your Contact Center Budget
That's right, burn your contact center budget. Print it out. Hold it over a waste basket (preferably empty). Put a match to it. And...
When Is Policy Process? (A Whole Lotta Banks Wish They Knew)
Several years ago, state examiners gave a financial services client of ours a karate chop in the neck for "creative" lending decisions. Turns out...
Is the Process Profession Relevant in the CRM Space?
While one has to be careful about criticizing peers, the process profession's performance outside manufacturing has barely improved in the 15 years since CRM...
SalesFORCE Versus MIGHTYsoft: Not Much To Choose From
Okay, I should have kept my powder dry. Better that I tested MIGHTYsoft's new Dynamics 4.0 package, or tried to, before weighing in on...
It’s SalesFORCE.com, Thank You Very Much
The title's a dead giveaway to my frequent readers that something sarcastic is about to happen. You won't be disappointed. However, rather than prejudicing...
Viewing Office Process Through a Strategic Lens
Companies achieve customer-alignment by first aligning strategies with customers, then aligning process with strategy, then aligning technology with process. The concept is clear and...
Should We Eliminate Front-Office Work Variances–or Encourage Them?
Yesterday, I gave a keynote address to operations managers in the life insurance industry. Not much notable here, except that a speaker just before...
A Word About Change From America’s “Cowboy Philosopher”
America's "cowboy philosopher," Will Rogers, really understood change. Among his countless, priceless quotes is: Even if you're on the right track, you'll get run over...
Why Do Companies Fear Customer-Alignment Screening?
Have you ever had a cancer screening? If so, you know how scary it can be. You really don't want to find out you...
Getting Through Layoffs Without Losing Customers
Layoffs and bad economies usually go hand in hand. Fortunately, we've been light on the layoffs so far, considering how badly our economy has...
Will Two Airlines Collide?
We could be approaching an air transportation tragedy of epic proportions. Merger talks are getting serious. But the tragedy isn't Delta threatening to swallow...
Leverage the One Marketing Element That Eclipses All Others
We're all bombarded with marketing messages. We can't escape them. So we turn them off to live without "ad-stress." Yet one marketing element consistently...
What Messages Are Your Employees Telegraphing to Customers?
Too bad most employers believe their directions to employees regarding how to treat customers stay within the company. They don't. In fact employees telegraph...
Macy’s Backslides More
Macy's, Macy's, Macy's. Some companies never get it. This past week, Macy's announced the closing of two regional management centers, which will cut almost...
How To Prevent Dead-on-Arrival Software Implementations
Two types of people stand in the way of oncoming trains: the totally insane and software implementers. The primary difference between them is that...
Going, Going … Gone? Why Are Big Brands Hitting the Skids?
Been noticing any bare spots in the retail landscape lately? Well, expect to see lots more—especially with the economy tanking. Here's the box score...
Health Care With Customer Care? Customers Have To Force the Issue
Last month, I underwent planned but significant surgery. In the process, I "enjoyed" a bird's eye view of the U.S. health care system, which...
Can CRM and Marketing Co-exist?
Recently, I read a provocative Forum post from a CRM professional named Phil Olivieri. Despite his depth of CRM experience, Phil is struggling to...