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.
Say “Hello” to Your Inner Customer (If No One Answers, You’re in Deep Trouble)
Imagine you're a female senior executive in a large corporation, working in a high-rise building. One day, you return to your office and find...
Avoid Unintended Consequences of CRM-Driven Process Improvement
This is the third of several articles focusing on findings in Customers Say What Companies Don't Want To Hear, a study by Dick Lee...
Customer-Centricity: Movement or Myth?
This is the second of several articles focusing on findings in Customers Say What Companies Don't Want To Hear, a study by Dick Lee...
Customers Redefine “Customer Focus” (And You May Not Like Their Definition)
This is the first of several articles focusing on findings in Customers Say What Companies Don't Want To Hear, a study by Dick Lee...
Can Good Process Support Bad Service?
Have you ever sat at your desk and seriously contemplated what constitutes a service? Yeah, I know. Only until the pain of your chin...
Let’s Drink to The Marketers Who Appreciate Generational Changes in the Psyche
"New" psychological insights are finally changing the way at least some marketers view customer purchasing behavior. I say "finally" only because, although the psychological...
CRM 2006: The Working Stiffs’ Time Has Come
The CRM industry used to be fun. High-tech as hell. Marrying new technology to white collar, fun functions—especially sales and marketing. No need to...
Good-Bye Yellow Brick Road: CRM’s Fairytale Start Fades Into a Pragmatic Finish
It's over, folks. It ended not with a bang but a whimper. That brilliant shooting star we called "CRM," which burst upon our horizon...
Before Selecting Software, Take the Road Less Traveled: Business Analysis
Why risk the road less taken when selecting business software? Why not stick with what most companies do? If you've been burned by bad...
The Business-IT Moat: There’s a Way To Bridge the Yawning Knowledge Gap
A client recently asked us to referee between business and information technology. IT, with concurrence of the CFO—but prior to the arrival of a...
Don’t Let Your Strategy Be Another Statistic: Here Are Four Keys To Making It Work
How does your organization develop new business strategies? If it fits the norm, your CEO and several close associates hole up in a comfortable...
Before Implementing CRM Software, Redesign Your Workflow–All of It!
Hey, remember the long-running "CRM theater" show that almost broke the all-time rerun record? The one where a company runs out and buys software,...
The Best Branding Pales Beside Bad Behavior
Ever hear of Regis McKenna? Hope so, because he deserves all our attention. For openers, many technology pundits credit McKenna, the marketing guru, with...
CRM Process Design for 2005: The End of Amateur Hour
CRM has survived one boatload of bad software. It's survived putrid software sales practices that make the technology smell good. It's even survived so...