In the world of customer support, skills matter – and, for the most part, these skills will go largely unnoticed by customers, of course, unless they are absent. That is to say, a customer is more likely to notice poor customer service skills before they recognize someone for their superior skills. But, regardless, it should ...
What kind of people do you really need on your sales force? Let’s continue in our current series of lessons, and have a look back at the composition of the Continental Army fighting for American Independence, and the British army at the time. I pointed out at the end of my last post that what ...
The urgent importance of the elusive C-suite executive is a pervasive misconception that leads to wasted time, effort and money.
Interview with Frank Cespedes, Part 2 Frank Cespedes teaches at Harvard Business School, and is the author of Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective Selling (Harvard Business Review Press), which was cited as “the best sales book of the year” (Strategy + Business), “a must read” (Gartner Group), and ...
Without confidence you are twice defeated in the race of life – Marcus Garvey Confidence comes from clarity of thought. It comes from self-reflection and self-awareness, and also often comes from painful lessons learned. Confidence transmits itself quietly–not with bluster and noise but with an inner calm. Still waters run deep, and confidence built on ...
Today, Customer Relationship Management (CRM) solutions are everywhere. It has been suggested in recent data that CRM systems have been deployed in 90 percent of companies with more than 11 employees. The percentage drops to below 50% in enterprises with less than 11 employees. We must take into account, however, that just because a company ...
Continuing our series on the comparison between the American War of Independence and today’s world of sales and commerce, let’s now take a look at the key difference between the American Continental Army and the British Army of the time, and how that difference totally applies in today’s sales environment. For a moment, let us ...
Interview with Frank Cespedes, Part 1 Frank Cespedes teaches at Harvard Business School, and is the author of Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective Selling (Harvard Business Review Press), which was cited as “the best sales book of the year” (Strategy + Business), “a must read” (Gartner Group), and ...
