I'm down to the last chapter of The Commonwealth of Self Interest: Customer Engagement, Business Benefit and then have some editing to do. But I want to make sure that you keep getting some good ...

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Legendary engineer and management consultant W. Edwards Deming once said, “A bad system will beat a good person every time.” This truism can easily be applied to the world of sales. Even the best rep ...

A sales process can be defined as a systematic, repeatable sequence of actions that drive customer interactions and, ideally, optimize both sales execution and expected business outcomes. CRM is the ...

Woody Allen has this great thing he says about immortality: “I don’t want to achieve immortality through my work…I want to achieve it through not dying.” I’ve come to the conclusion that my work on ...

If you are a mid-to-large-size company, using a customer relationship management (CRM) system is critical. Getting your salespeople to adapt to using the CRM in the appropriate way so that management ...

Explorers who land on uncharted shores or Marines who hit the beach first are heroes. However, in the customer service realm the technology that established the first beachhead between customer and IT ...

After many years, I think I can boil down CRM to this: Vendors prepare for transactions but customers expect process. Of course, this demands elaboration and neither of these ideas is stationary. The ...