Is sales dead? Sales is dead – particularly if we see sales as selling to buyers. We need to update our engagement practice with how customers buy today. Most popular job in Australia is, Sales Assistant In the LinkedIn Daily of 29th August, from an article in The Australian, Bernard Salt reported that the most popular job […]
READ MORECustomer Centric Coffee
Most organisations struggle with streamlining their processes particularly in line with delivering a great customer experience. We need to take a customer centric approach to our design. The typical trap is building bureaucracy and risk mitigation into the processes and making people jump through all sorts of procedural hoops to make sure the business is […]
READ MOREProduct Centric vs Customer Centric
Product centric approaches and customer centric approaches to business design and strategy are diametrically opposed. They are two opposites. Product centric vs Customer Centric. A dichotomy that provides a contrast between the business models of the industrial age, and those required for this age. The opposing business models It is a dichotomy because so […]
READ MOREThe Two-way Value Exchange
Background A lesson I learned from financial services is that there are certain types and groups of customers that add or detract value from the business. Some researchers call these various groups value destroyers or enhancers, it can be tricky to identify them. But often we find that the acquisition tactics focus on selling products […]
READ MOREThis top 10 will make your CX and CRM efforts more successful
This top ten list has been fully tested, tried and proven. If you are looking for a checklist on how to ensure greater success for your Customer Experience (CX) and, or Customer Relationship Management (CRM) projects, you need to take these must do’s seriously. The Backstory A few years ago I embarked on a […]
READ MOREThe Balance of Sales Leadership
There is a balance that is required for sales leadership. And this balance requires ongoing adjustment for sales leaders. Lots of things have changed in the last 10 or so years. But most importantly our customers have changed how they behave and employees have changed how they feel about their work. For sales leaders […]
READ MOREOur Customers Have Changed
In the last 10-to-15 years our customers have completely changed how they behave. This isn’t just about the digital revolution or the proliferation of apps. This is about how the behaviour of customers has changed. The What and How of Changed Customer Behaviour Customers have changed how they buy. A huge portion of customer […]
READ MOREFocus on Results – Leadership
Focus on Results is a Leadership imperative. All too often today we are inundated with too many KPIs and priorities that the key things we must get right and done are lost. This is a call for leaders to focus on the results the organisation has to make progress towards, and then allow the people […]
READ MOREThe WHY of Performance Measurement
Your why of performance measurement has a massive impact on the development of your culture. Start With Why In Simon Sinek’s Golden Circle from his TED talk and book Start With Why, he claims that most organisations know what they do, they sell products or services to people. Some know how they do what they […]
READ MORELeadership Perspective
We know that the focus and culture of the organisation is created from the attitude, beliefs and assumptions of the leaders. These views and opinions become manifest in their words, actions and deeds which everyone else in the business look to for direction, inspiration and meaning. The underlying leadership perspective has a profound impact on […]
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