Mike Boysen
Mike Boysen, Boysen
Transforming the experiences of customers and the professionals who support them
Measuring Customer Experience One Step at a Time
There are those who say you cannot measure customer experience. What they are saying is “hire me to improve customer experience but don’t ask...
Nurturing Leads with Your Silly Ideas
I was browsing through the latest Alert from CustomerThink.com called The Definitive Guide to Lead Nurturing (click the appropriate box) sponsored by Marketo. I...
The Job-to-Be-Done of an iPad Menu
I recently saw some Twitter conversation on the topic of jobs-to-be-done and the growing trend to digitize menus and provide them through iPads to...
Re-visiting Re-inventing #CRM
A little more than a year ago I wrote a lengthy post in which I tried to describe how I believe CRM needs to...
The Job of Creating a Customer
If there is one thing we (for profit businesses) can all agree upon, it’s that we are in business to create customers. In order...
Predicting the Future with #JTBD
Do you glance at your customers and think you really know them? Many of us know what they’ve done because we track things; like...
Value Delivery Platform, or Trickery?
A few months ago I was browsing through movies for movie night with my son when I spotted something unseemly. While I look forward...
I’m the Platform…Enable Me Already!
I’ve come to realize that just about everything I do involves communication. I guess that makes me a genius! When I’m creating a Ticket...
Making a Process Perform Worse…by Improving It
Anyone even tangentially involved with the process improvement world has heard how Business Process Re-engineering went from the darling of the 90′s to the...
Activity versus Outcomes: The Story of Influence
I’m no analyst, so I haven’t had my head stuffed with vendor briefings. Frankly, I would go insane if I were to attempt to...
What’s the True Size of the CRM Market?
I guess it’s how you define the market, right? Doing a quick search on Google tells me there are a lot of marketers (I’m...
Opportunities in the Democratization of CRM
More and more, I’m hearing the tempo increase around the conversation of democratizing services like cable TV and mobile phones. It’s also referred to...
What Does a Qualified Lead Look Like?
I’m not sure if this is one of those topics that make people’s blood boil, or not. However, I’ve noticed a huge disparity between...
Here’s Why You Don’t Know What Your Customer Needs
Does everyone in your company agree upon what a customer need is? I'm not asking what do your customers need I'm asking do you...
Top 5 Products Customers Simply Must Have a Relationship With
The other day, I got a few people stirred up when I said that customers don't want relationships with companies, and that CRM is...
Customers Don’t Want Relationships
CRM is dead. Its slow death began the day software vendors claimed the term as their own, and essentially productized a phrase (and acronym)...
Your Customer Service Should Fail to Scale
Do customers really care if you have great customer service? I don't want to call a company to help me build a new desk...
Sticking Your Neck Out in Web Content Management
We are tasked with finding ways to find new customers, get customers to buy more, prevent customers from leaving and getting referrals based on...
10 Easy Ways to Lengthen Your Sales Cycle, Right Now! (Part II)
In this second part (Part I is here), we look at the last 5 ways organizations effectively lengthen their sales cycles. I've adapted this...
10 Easy Ways to Lengthen Your Sales Cycle, Right Now!
You probably clicked the link because you thought I made a mistake in the headline. Why would anyone want to lengthen their sales cycle?...