Modern Selling, the world has changed but businesses have not kept up. Generally not anyway: customers have changed, what we know about customers has changed and yet most businesses are using sales techniques from the last century. Modern Selling. The World Has Changed: Have Businesses Kept Up? This was the title given to a lunchtime […]
READ MOREWhich KPI Approaches Work?
KPIs are used extensively in all types of organisations. There are many KPI approaches, but only one method to develop and use KPIs. Let’s investigate how KPIs developed, how they are used and the various KPI approaches. As we do this we will see the short comings of popular KPI approaches and discover the performance […]
READ MORECRM, the great misnomer
CRM or customer relationship management is often the system we use, but we need a strategy behind it. Often called strategic CRM, the customer strategy is often based on the premise that we can manage customer relationships, however today the customer is in charge. Customer relationship management is a misnomer. The idea that businesses can […]
READ MOREThis is why we like inaccurate good news
Many organisations have a culture where inaccurate good news is preferred over accurate bad news. Leaders and organisations need to be comfortable with getting feedback from their performance measures and KPIs. Cultures that accept inaccurate good news do not learn how to continually improve performance. The Allure of Inaccurate Good News “Accurate bad […]
READ MOREGet performance improvement from your management framework
High performing teams gain performance improvement. They plan, act, learn and replan to realise performance improvement. They have a culture of learning, supported by having a performance measurement framework that provides feedback. Iterative and progressive improvement is achieved over many cycles of acting, measuring and learning. High performing teams use measurement and improvement techniques […]
READ MOREIgnore the customer at your own peril – Lessons from the Masters failure
There are business lessons from the failure of Masters. The strategy was wrong. By focusing on the competition, they ignored the customer. When you ignore the customer your fate is sealed. Woolworths/Masters ignored customer feedback and 63 stores will be no more. By focusing on “sucking the oxygen out of Bunnings” they delivered appalling customer experiences that will cost them up […]
READ MOREPM’O’Phobia (or: the fear of performance measurement)
Seems we experiencing an epidemic of people with a fear of performance measurement. If you see resistance in your organisation to using KPIs, then there might be a fear of measurement. Good performance management does not create fear. It is about setting a clear vision and direction on the results to be achieved. Then collaborating and […]
READ MOREThe sales stereotype is still dominant, but in today’s market it is irrelevant.
Do not rely on the old sales stereotypes and behaviours to engage with customers. Selling today is about genuine customer engagement, people buy from people. For sales leaders – design the optimal sales activity, for salespeople – don’t sell, understand you are working with people. The Sales Stereotype The old style, stereotyped sales gun is still lurking […]
READ MOREMeasure the influence you have, and realise the benefits – lessons from the NBA
Focus on influence not control. By going beyond what the National Blood Authority (NBA) could control, and by focusing on what they have influence over, the NBA have delivered around $600m savings to government over the last six years. A great example of using results as the focal point and measuring progress. Background and context I […]
READ MOREKnow your awesome customer and then, you may find them…
We all know that there are some customers that are worth more than others. It is something we often do not like to talk about, but it is the reality. Not all customers are equal. This is about how to identify your awesome customers – the ones that are profitable and promoters of what you do. […]
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