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.
The Customer-Centricity Paradox
What's the first thing that crosses a CXO mind, when he or she hears "customer-centricity" bandied about? For many execs, it's "increased cost." You...
Put Technology in Its Place
Technology is a bully. It pushes people around. Tells them what to do. Tells them how to do it. Then rats to management if...
Six Sygmies Morph Into Pygmies–As Six Sigma Morphs Into “Six Stigma”
Six sygmies of the world unite - and all read the June 11, 2007 of Business Week. Not one but two BW articles deliver...
“Patient-Centric” Health Care? (Just Smiling Doesn’t Cut It)
Have you visited your doctor lately? Seen a specialist? And how many nurses and administrators did you see? You probably saw lots more smiles...
Logitech Harmony Is Anything But
Blend some illogical technology with disharmonious technology-versus-user relations plus disharmonious user-versus-tech support relations topped with disharmonious tech support-versus-product relations and what do you get?...
An “Inconvenient Truth” About Sales: It’s Time for a Climate Change in Lead Management
What do you think when a company does something very wrong—such as mismanaging sales inquiries—then stubbornly insists on repeating the error? It's like shooting...
When the Sales Hat Won’t Fit: You Can Help Non-Salespeople Sell
Remember the sad sack salesman, Willie Loman, the "protagonist" of playwright Arthur Miller's classic drama, Death of a Salesman? However unintentional on Miller's part,...
Better Best Buy–and Why Circuit City Keeps Losing Ground
As those of you who've read previous blog entries know, the new customer service culture at consumer electronics behemoth Best Buy has really rung...
Microsoft–Whoops, We Did It Again! Visio Developers Deserve Dunce Caps
We just downloaded Microsoft's new Visio 2007, and here's what we think. Britney Spears may have shaved her hair off, but Microsoft's Visio development...
Six Ding Dongs and a Golden Nugget: My Troubles With Verizon
What are the three most important aspects of providing technical support? Train your people. Train your people. Train your people. Simple. But based on...
B2B or Not 2B
Have you ever wondered why B2B companies with top drawer sales lead management skills are seldom to be found? Based on my years of...
Good-Bye, Pork-Pie Hat
Last week, I realized that a dreaded moment was impending. My car lease was about to expire. Not that I hate tooling around in...
The Little Minds of the “Big Three”
GM, Ford & Chrysler may no longer be the three largest auto sellers in the U.S., but let's cede them that title for enough...
What Sellers Have Long Forgotten May Still Haunt Them
Take Ford Motor Company. And I mean that literally. You take it, 'cause I don't want it—nor do I want a Ford car, no...
Bad Companies: Who’s Been Naughty and Who’s Been Nice to Customers
Laplink Ain't No Lapdog You know, some companies know just how to irritate customers. A few such as Northwest Airlines and Ford Motor Company...
CRM: You Can Reach a Higher Consciousness
No, this is not a psycho-anatomical treatise about moving CRM from your left front brain lobe to your right rear lobes. Nor is it...
Wal-Mart May Be Retail…But Retail Is Not Wal-Mart
If I needed any further evidence to cement my opinion of market analysts as overreaching in their attempts to grasp at straws, I got...
Is It the Beginning of the End for CRM or the End of the Beginning?
Recently, I opened a keynote presentation for a regional customer relationship management group with a slide, repeating this quote: CRM is dead.—Tom Siebel. My...
CRM Success in Financial Institutions? Don’t Bank On It–Yet
CRM has a very checkered past in financial institutions, particularly banks. Well, I guess you could call it "checkered," although most of the squares...
Some Companies Just Know How To Irritate Customers
Hey, some companies just know how to irritate customers. A few such as Northwest Airlines and Ford Motor Company are so proficient at it...