Seven Qualities of Intimate Loyalty
Going deeper on Loyalty In February 2016 I asked a group of 50 key account managers and sales professionals what specific words came to mind first when they heard the…
Customer Satisfaction Scores Don’t Drive Customer Growth
Understanding Satisfaction There are few things more established in today's business language than customer satisfaction. Since it’s early emergence in the 1950s, coupled now with our ability to capture and…
The Value Pillars That Will Reshape Your Business
A different way to think about value Every legitimate business truly impacting its customers must have a product or service that solves a real problem. That problem is solved not…
KAM’s need to become lighthouses and not just lamps to their customers
I’ve always been fascinated by the power and beauty of the ocean. But if you’ve ever been out on a rocky sea at night, it can be a frightening place.…
Cialdini’s “Weapons of Influence” for Key Account Managers
How can Cialdini’s “Weapons of Influence” be useful in key account management? Have you ever wondered why some people have the ability to get someone to say Yes and take…