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Author: Jermaine Edwards

This author has written 25 articles
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Read more about the article Why Customer Conversations Go Wrong

Why Customer Conversations Go Wrong

  • Post author:Jermaine Edwards
  • Post published:12 March 2020
  • Post category:Customer Relationships/Customer Success/Key Account Management
  • Post comments:0 Comments

How would you rate the quality and impact of your customer conversations today? It’s a question we must all be mindful of.  Your answer will confirm how effective you are…

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Read more about the article How to Unblock any Stuck Customer Opportunities

How to Unblock any Stuck Customer Opportunities

  • Post author:Jermaine Edwards
  • Post published:3 March 2020
  • Post category:Customer Success/Customer Value/Key Account Management/Key Account Strategy
  • Post comments:0 Comments

I’d been working for eight months on one of the biggest deals of my career. It was decision time. My company was competing against one other competitor. All of the…

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Read more about the article Are you Missing the Real Growth?

Are you Missing the Real Growth?

  • Post author:Jermaine Edwards
  • Post published:25 February 2020
  • Post category:Customer Growth Systems/Customer Success
  • Post comments:0 Comments

There is a very important question that every organisation on the planet needs to have an answer to if they are to truly create winning customer strategies...  Do we have…

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Read more about the article RAS Moments

RAS Moments

  • Post author:Jermaine Edwards
  • Post published:18 February 2020
  • Post category:Customer Success/Key Account Management/Key Account Strategy
  • Post comments:0 Comments

I was told once that if you cannot repeat the same results you had last week with the same actions, same effort and same resources then what you have is…

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Read more about the article Customer Relationships and Influence

Customer Relationships and Influence

  • Post author:Jermaine Edwards
  • Post published:7 February 2020
  • Post category:Customer Relationships
  • Post comments:3 Comments

Familiarity with customers is great until it isn't. When unchecked, familiarity can turn into complacency and a false sense of security. We can then miss an important reality... Every relationship…

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Read more about the article Seven Qualities of Intimate Loyalty

Seven Qualities of Intimate Loyalty

  • Post author:Jermaine Edwards
  • Post published:30 January 2020
  • Post category:Customer Loyalty
  • Post comments:3 Comments

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…

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Read more about the article Customer Satisfaction Scores Don’t Drive Customer Growth

Customer Satisfaction Scores Don’t Drive Customer Growth

  • Post author:Jermaine Edwards
  • Post published:23 January 2020
  • Post category:Customer Growth Systems/Customer Loyalty/Customer Success/Key Account Management
  • Post comments:4 Comments

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…

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Read more about the article The Value Pillars That Will Reshape Your Business

The Value Pillars That Will Reshape Your Business

  • Post author:Jermaine Edwards
  • Post published:15 January 2020
  • Post category:Customer Growth Systems/Customer Value
  • Post comments:3 Comments

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…

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KAM’s need to become lighthouses and not just lamps to their customers

  • Post author:Jermaine Edwards
  • Post published:14 January 2020
  • Post category:Uncategorized
  • Post comments:0 Comments

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.…

Continue ReadingKAM’s need to become lighthouses and not just lamps to their customers
Read more about the article Cialdini’s “Weapons of Influence” for Key Account Managers

Cialdini’s “Weapons of Influence” for Key Account Managers

  • Post author:Jermaine Edwards
  • Post published:2 January 2020
  • Post category:Key Account Management
  • Post comments:0 Comments

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…

Continue ReadingCialdini’s “Weapons of Influence” for Key Account Managers
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