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- Travel Tips from a Million-Mile Flier
- Let's just cut to the chase, shall we? Business travel sucks. It's always been difficult. Today it's horrendous. In the next few years it could be unbearable as airlines consolidate routes and pile on fees. So veteran business traveler Marshall Goldsmith checks in to Harvard Business with...
- Blog posts 2008-07-10
- A Case of Extraordinary Customer Service
- This is a little weekend item about Maui Jim, the sunglass maker. I've had Maui Jims for several years now, but I continue to be blown away by their commitment to customer service and how it makes me feel about their brand. They're not cheap (mine cost about $200 and...
- Blog posts 2008-06-28
- Be a Better Leader, Have a Richer Life | HBR IdeaCast
- When it comes to work life, Stewart Friedman says, "Balance is the wrong metaphor because it implies trade-offs." To bring more passion to their work, managers need to integrate work, home, community, and self. Friedman discusses how to truly integrate those elements through introspection, discussion, and experimentation. ...
- Blog posts 2008-04-17
- The Perfect Message at the Perfect Moment
- The Idea in Brief Most customers don't want to hear from your company most of the time. If you're bombarding them with frequent promotional messages, you're probably generating more resentment than revenue. But there are fleeting moments...
- Articles 2008-04-14
- Fixing CRM (Pt. 2): A Simple Process.
- CRM is worse than useless if your sales process is so complicated that nobody follows it. So the next step to fixing CRM is to have a sales process that makes sense and is extremely simple. As suggested by the poll in my recent post "Is...
- Blog posts 2008-03-18
- Fixing CRM (Pt. 1): Rename It.
- Last week, in the post "Why Sales Reps Hate CRM," I promised to fix CRM and make it into something useful. This is going to take a few posts, so bear with me. Product names are important. Companies spend millions of dollars trying to...
- Blog posts 2008-03-17
- Why Sales Reps Hate CRM.
- I've yet to hear any sales professional say anything good about CRM. Every time I post about CRM (as in "Five Signs Your CRM System is Failing" and "CRM is Almost Dead"), the only salespeople willing to praise the technology are the ones selling CRM. A...
- Blog posts 2008-03-12
- Zack Schuler: Rewarding Good Service
- Zack Schuler is the CEO and founder of CalNet Technologies, an IT solutions firm that services small and medium-sized businesses. Schuler discusses his company's unique cultural emphasis on responsiveness and customer service, which has been achieved in large part as a result of his innovative employee award programs.
- Videos 2008-03-08
- CRM is (Almost) Dead.
- Not the technology, but the buzzword. Ten years ago, "Customer Relationship Management CRM" was called "Sales Force Automation SFA." Then SFA started getting a bad name because so many of the systems turned out to be expensive mistakes. Vendors switched to CRM buzzword to avoid...
- Blog posts 2008-02-22
- Five Signs Your CRM System is Failing.
- There are five red flags that signal when a CRM system is more bother than it's worth. If your CRM system has two or more of these flags, your sales team is in big trouble: RED FLAG #1: Management must force people...
- Blog posts 2008-02-15
- CRM Done Right
- The Idea in Brief Frustrated by high costs and dubious payoffs, managers that used the first customer-relationship management CRM systems came to view them as overhyped IT investments. Accordingly, CRM spending plummeted between 2001 and...
- Articles 2007-12-14
- Should You Fire Your Worst Customers?
- Customer Relationship Management is a hot business concept right now, and why not? It makes a lot of sense. Use quantitative methods to determine the value of individual customers, and give perks and privileges to high-value customers. A company can either try to turn low-value customers into high-value ones, or...
- Blog posts 2007-12-12
- How Sales Managers Customize CRM
- Stuart Robertson, general manager of Sharebuilder, shares his experiences using Salesforce.com and the benefits of customizable CRM.
- Videos 2007-11-20
- Successful CRM Implementation
- Michelle McMahon, VP of sales operations for Procuri, shares the secrets of a solid CRM implementation.
- Videos 2007-11-20
- Best CRM Practices
- Michelle McMahon, VP of sales operations for Procuri, discusses the importance of integration in any CRM implementation.
- Videos 2007-11-20
- Restaurateur Lonnie Moore: Luring Celebrity Clientele
- Ever wanted to bootstrap a business? In just a few short years, Lonnie Moore and partner Mike Malin have taken The Dolce Group from one small club in Hollywood to dozens of restaurants in nearly as many cities, including Atlanta, D.C., Dallas and Reno. Here, Moore talks about finding investment,...
- Videos 2007-11-05
- Editing the Brochure is Wasted Effort.
- From a reader: [The] Suspense is killing me. Geoff, PLEASE tell me you will address the alternative to selling a thing/solution soon (ie the proper way to describe the value you are selling.) Is it stories about customer success? Is it positioning a system as a "tool" or "means...
- Blog posts 2007-10-31
- When Bad Customer Service Leads the Elderly to Violence
- Mona Shaw, a 75-year old woman from Manassas Virginia, received a three-month suspended sentence, was fined $345, and was issued a year-long restraining order for going at her local Comcast payment center with a hammer. In August, she and her husband waited all day for a Comcast technician to come to their home and...
- Blog posts 2007-10-19
- Managing Key Accounts without Allowing Them to Manage You
- 80% of a typical business's income comes from just 20% of its customers. So does it make sense to dedicate time and resources to keeping that 20% satisfied? Absolutely! But satisfied may not be enough. You also need to ask yourself, "How can we better serve the needs of our...
- Articles 2007-10-16
- How to Handle Weather Delays
- Is there anything more aggravating than a flight that's delayed due to weather? I mean, you can't even blame the airlines! (Aw, go ahead -- they probably had some hand in it.) James Wysong, a flight attendant and author of two air-travel books, offers 10 tips on avoiding or at least dealing with...
- Blog posts 2007-08-16
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