The role of marketing and the Chief Marketing Officer (CMO) have to change in this age of the customer. And this is not just a shift to adding customer experience into the CMO’s remit. It requires a completely new look at the role and how these roles can contribute to the broader leadership team of […]
READ MOREThe right sales techniques for today
Sales techniques that used to work decades ago no longer relevant. Today, our customers are resistant to these old sales techniques. We must treat our customers with respect and articulate value clearly. I was recently asked this question by a business owner and entrepreneur: “Is there not a balance with some products and services still, […]
READ MOREIs Sales Dead?
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 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 guidance 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 large […]
READ MOREThe Balance of Sales Leadership
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 we can no longer take financial budgets and use it as a the basis for managing a sales team. Challenging […]
READ MOREWhy your business needs a customer strategy
The customer centric approach to business has been proven by extensive research over the last couple of decades (by the likes of Harvard, Forrester and others). What underpins this level of success with customer centricity is that the organisation have a solid customer strategy. That everyone in your organisation understands. The Three Key Reasons for […]
READ MOREThe New Manifesto for Sales
Today, the rules for sales and customer engagement have completely changed. We need a new manifesto for sales (or customer engagement) that ensures we attract and keep the right customers. Whilst at the same time, respecting how our interactions need to customer centric. Times have changed, our customers have changed. We need to completely […]
READ MORESocial Selling
Social selling is really nothing new, we are just using new tools. Like any form of customer engagement (formerly known as sales), we have to approach potential customers with the view of adding value and insight each at each step and every time. Last year I heard David Watson from LinkedIn speak on Social Selling […]
READ MOREModern Selling. The World Has Changed: Have Businesses Kept Up?
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 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 […]
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