Sharon Drew Morgen

Can a Techie Ever Understand a Customer?

At the recent ProductCamp in Austin, I heard a well-respected researcher make the following comment: ‘Techies will never understand customers.’  That’s quite a statement. And it’s false. I used to run a tech company. We employed 48 techies, so I guess I can qualify as knowing a...

What is Customer-Centric?

Lately I’ve been hearing the term Customer-Centric a lot. It was a big deal about 15 years ago when business finally recognized the importance of the buyer (I was going to title one of my books “I’d close more sales if it weren’t for the...

A Bad Vendor Experience: how should vendors communicate?

How do we know, in advance, the difference between a vendor who will be terrific, and one who will be hell? One who will do what we want them to do, and one that will blame us when they get it wrong? And how angry...

ProductCamp, Buy-In, and Change Management

On Saturday, I attended Austin ProductCamp and ran a session called: How to Get Buy-In for Strategic Product Decisions We had around 75 eager, excited people attending. I handed out a list of 11 tasks necessary for a successful implementation, and asked the participants to...

Lead Gen isn’t enough

Do you spend a lot of time collecting names that might be prospects? Do you spend a lot of money learning how to follow prospects on line, so you can guess where they are in the decision making process? Has all of this activity substantially increased…

CustomerThink: a company committed to collaboration

Do you want to research something - anything, almost - about business? Pretty broad query, no? Welcome to CustomerThink, a site that makes everything necessary for you to know - data made available through blog posts, white papers, articles – available to all. And all of the articles are customer-centric.…

Customer Service: United, et al

What, specifically, is good customer service? For me, it’s about being respected and getting what I’m paying for. Unfortunately, and problematic for companies, everyone wants to be respected in their own way. As a result, companies end up creating their customer service to meet their own criteria....

Buying Facilitation(r) and Sales: the dynamic duo

Sales is a great model for understanding need, discovering problems, and introducing/placing solutions. Buying Facilitation® is a great model for helping buyers navigate their behind-the-scenes political and relationship issues that must achieve buy-in before they get consensus to purchase a solution – you know, that mysterious...

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