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Sell More by Showing Your Customers Some Love!

In my last blog, Why I Hate Sales Reps, I said my pet peeves were reps who don’t listen, don’t care about my problem, can’t be trusted, or aren’t available when needed. But some reps are different. They love their jobs and love taking care of their customers. Here are some personal examples to illustrate […]

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Why I Hate Sales Reps

OK, I don’t hate all sales reps. But now that I’ve got your attention, let me explain. Sure, selling is one of the most challenging professions around. But then, don’t we all have problems? For example, customer service managers are tasked to provide great service to improve customer satisfaction and loyalty, but guess which budget […]

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China in the Customer Management Groove

It’s hard to believe that we’ve just completed the fifth annual China Customer Management Forum, held April 5-6 in Shanghai. It seems like just yesterday that Sampson Lee contacted me and said something like, “Hey, what do you say we start a CRM conference in China?” I wasn’t sure that China was ready for CRM […]

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Why "CRM" Must Die for Customer-Centric Business To Thrive

As we ring in the New Year, it’s time to bid farewell to “CRM.” Why? Because after more than a decade it still doesn’t have a commonly understood and accepted meaning. What if you gave an “apple” to a friend, who became annoyed because it didn’t look or taste like the orange that was expected? […]

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