One of your sales teams is celebrating! They just won a big deal they have been working on for the last four months. Another team has lost a similar deal and wonders why. Why did one win and the other lose? What can you learn to improve the chances of winning the next time? These are […]
Welcome to the 19th edition of my customer strategy newsletter. The five topics this week are: Customer support forums are a good idea only if you staff them The multiplicity of survey software vendors Latest blog posts Notable items from other sites Looking forward Customer support forums are a good idea only if you staff them […]
Whether in business, the military, government or indeed non-profit organizations, the the first step in generating a strategy is a comprehensive analysis of your current situation. This is primarily focused on what is happening outside your company. For most companies, it should cover the six areas below and lead to deep strategic insights. ‘Insight’ is a […]
Welcome to the 18th edition of my customer strategy newsletter. The five topics this week are: Thoughts about customer experience training Transactional / touchpoint research on the Net Promoter System forum on LinkedIn Latest blog posts Notable items from other sites Looking forward Thoughts about consistency in customer experience training Earlier this week, I was failing to […]
Thank you for the feedback on my first post on how to think about the work of the Chief Customer Officer or customer experience leader. I realize the majority of readers will see this by clicking on a LinkedIn link, rather than going directly to my website. One comment included links to useful articles on […]
