Why Customer Conversations Go Wrong
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…
How to Unblock any Stuck Customer Opportunities
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…
Are you Missing the Real Growth?
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…
RAS Moments
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…
Customer Relationships and Influence
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…
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…