Mike Boysen

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 with an idea — or worse, we ask a customer what their pain is. What seems to be customer-centric, is actually the...

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 on how to prioritize what customers value and that has taken me into the dark world of innovation. Along the...

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 and contrast sometimes than it is to simply evangelize. This is one of those cases; and I believe there is...

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 all still need to consume nutrients to survive. If asked, how would you describe perfection? What is the perfect vacation?…

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 them must be constantly repeated over time. We are all innovators and are continually forced to solve problems in our…

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 Social Selling is no different; nobody really knows what it is when a wild array of Social Selling toolsets are...

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 to accomplish things. I call these things jobs and if we are able to help them get these done better than...

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 age cohort as a market segment – requiring a separate chain of stores. Since this was written by a jobs-to-be-done...

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 (@Ulwick) January 3, 2013 …and a blog post is born. By now, most of you have probably heard of the…

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 on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. No, I’m not planning...

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 (and the 140 mentality), there has clearly been an effort to get the word out that CRM is not just...

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 to further my own agenda. My agenda is fairly transparent… I want companies to better understand customer-centric analysis and operating models...

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 CRM. Perhaps this is why Clay Christensen says growth exists where there are no numbers. No one even knows what...

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 useful. Of course, selecting the right framework depends on which level you desire to compete. Following the hype cycles of...

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 be boiled down to “5 Ways to…” The belief that asking survey participants to represent non survey participants is evidence…

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 of the new replacement terms thrown about quite liberally was the term Customer Managed Relationships (CMR). Unfortunately, the first time...

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 there are no numbers” seems completely reasonable to any startup that has failed (which is most of them). While not...

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 a great history of how management structures of the past 150 years got started (after a Western Railroad train-wreck in...

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 business and you want to produce 10 million high quality chips a month, you measure how many wafers are cut...

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 I’m always a bit cynical). Years of watching sales and marketing people have given me a jaded view of the...

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