Has the economic downturn minimized the importance of the Customer Experience? In Chapter 5 of my book, Strategy Activation: How to Turn Your Vision into Marketplace Success, I talk about how important it is to improve your holistic customer experience to differentiate your company from your competitors. As products and services continue down the inexorable [...]

Article Contributed by Michele DeKinder-Smith How will YOU respond when a customer threatens to leave? Maybe it will be due to a gap in communication. Maybe it will happen due to increased pricing competition, a poor fit, a service problem, or a new product your competitor creates. Regardless of the cause, every entrepreneur faces the [...]

“Wisdom is the integration of thought and analysis based on accumulated experience.” – Elkhonon Goldberg Improvement starts with acceptance that a business doesn’t have to be sick in order to get better. Some years ago the CEO of a 3rd generation manufacturing company asked that I conduct an evaluation of his credit operation. The company [...]

Article by Ronald Lang, the CEO of Majestic Consulting Group. He offers readers simple recommendations for leveraging your CRM system to maximize your client base. His insights help both product and service-based organizations discover new revenue opportunities. A critical part of building your CRM strategic plan should be an effective “Customer Profile” to identify up-sell [...]