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…
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 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…
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…