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Customer experience research will never be effective when it’s someone’s “other” responsibility.
Retaining vs. detaining. One little letter can mean a lot.
It’s important to make any win loss analysis program as instructive as possible without finger pointing. In order to get sales people engaged, you have to remove the inherit defensiveness they feel when someone evaluates their interactions with clients and prospects.
Weeding out “no-decisions” from your pipeline as soon as you can will help your productivity. John Holland of CustomerCentric Selling explains how in this blog post.
Trying to gather feedback without audio recording makes for some very awkward phone conversations.
Sometimes we focus so hard on the goal at hand, we forget the reason for the goal in the first place.
Blockbuster was the prime example of a company using market share to pillage its customers. Don’t know who Blockbuster was? Exactly. Read about it here.