Mike Boysen
Mike Boysen, Boysen
Transforming the experiences of customers and the professionals who support them
The Data-Driven Job Story
Possibly the most important part of innovation — or consulting for that matter — is the ability to identify a target of opportunity. All too often, we begin...
The Evolution of Purchasing CRM Software
I’ve really neglected to talk about “CRM” in a specific way on a regular basis over the past few years. I’ve been very focused...
Why Numbers Matter in Jobs-to-be-done
I’ve done this a few times – critiqued others blogs who are just sharing what they are learning – because it’s easier to compare...
What is Your Pain? And other Intelligent Questions (Part 2)
Part 1 Hypothesis: Customer needs are constants, not variables. The only variable is the perception of value as new products, services, or methods emerge. We...
What is Your Pain? And other Intelligent Questions (Part 1)
Rethinking the Business Requirement Hypothesis: Traditional approaches to capturing customer needs and/or business requirements do not produce repeatable results; which is why interventions to capture...
Social Selling is Just Selling: Here’s the Proof
There’s a lot of danger in using catchy phrases to describe something that everyone defines differently through the various solutions they offer. The term...
Customer Success: Not Just for Farmers Anymore
At the end of the day it doesn’t matter what we call our efforts to sustain happy and loyal customers; our customers simply want...
The Job of Hitting a Nail on the Head
I just read a post on HBR that hit the nail on the head when the author critiqued Whole Food’s treatment of the millennial...
Failing fast is for People Who Failed Statistics
"Failing Fast" is a strategy for those who failed statistics. The chances of winning are the same every time. #innovation #jtbd #strategy — Tony Ulwick...
The Customer Process: The Five Things You Need To Know Now
Recently, Esteban Kolsky (who also posted this on his blog), Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based...
CRM Rescue – A TV Show That Would Fail?
I see many similarities where transformational change is discussed, idealized, promoted and industrialized into nice, neat little packages. Since the advent of social media...
Are We Ready for Competitive Advantage as a Service?
Today, I was inspired by the Pizza as a Service model that made its rounds last year, and decided to rip the concept off...
My CRM goes to 11
When you live on a scale from 1 to 10, getting to 11 seems nearly impossible for anyone entrenched in the current thinking of...
The Proper Order of Things in a Customer-Centric World
As always, I write this from the vantage point of a CRM consultant. It has been said that no framework is perfect, but some are...
Ironically, the Best Employees NEVER Leave
There are a few things that really get my goat: The belief that Net Promoter Score (NPS) predicts revenue The belief that competitive capabilities can…
The Software Formerly Known as CRM?
There was a buzz in the air at this year’s CRM Evolution about the sudden realization that Customer Relation Management (CRM) is dead. One...
Supposedly, Growth Exists Where There Are No Numbers
How can we measure the unknown? How can we even locate the unknown? On the face of it, Clay Christensen’s quote “growth exists where...
Train-Wreck Management v.s. Systems Thinking
If you haven’t read The Leader’s Handbook: Making Things Happen, Getting Things Done I highly recommend it for you iconoclasts out there. It provides...
Can You Really Drive Sales By Measuring Activities?
A popular way to measure your business is to measure inputs, things you do, or activities. For example, if you are in the semi-conductor...
The Sales and Marketing Magic Quadrant
I know, it looks like I’m about to be cynical; but a guy has to have some fun once in a while (OK, maybe...