Stakeholder Mastery 3.0 – The Six Steps You Must Take
In 2016 I wrote a post on the five foundation steps for stakeholder management success in key account management, that was well received and guided lots of leaders. A lot…
How to get better and greater results for you and your customers in two steps
The hard realityEveryone works hard with and for their customers but not everyone gets a reward.Throughout most of my early career in sales, I struggled.In fact, the first real sales…
Five Critical Customer Conversations
Every conversation matters There are very few areas in your life where you can avoid speaking to others whether over the phone, face-to-face and now digitally. We all need to…
Becoming the expert for your customer
Are you really THE expert? Research. Research. Research. We know we’re supposed to do it. The good ones do, the bad ones do very little, and then the great ones…
The single most important skill in key account management
What if leadership was what we really needed in key account management today? Warren Buffett was once quoted saying: "When the tide goes out you find out who's been swimming…
Are You Ready To Take Advantage Of Hyper Adaptation?
The New Normal On March 1st, 2020 the world was hit with a global pandemic that literally transformed the way every business viewed themselves, their markets and their own position…
Why Your Organisation Needs A Customer Crisis Plan
Defining Crisis When we think about crisis we can often immediately cast our minds to natural disasters, global emergencies and PR scandals. In reality, crises can take many forms and…
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…
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…
The Power of Shaping Your Customer’s Story
Telling your customer’s story transforms who you are together. That’s a big statement, and it’s warranted. Customer stories give you a true view of the impact of your products and services…