December 11, 2014

Commit to Customer Retention, Not Just Acquisition

Great sales organizations have perfected the way to get customer feedback efficiently into the pipeline and know how to turn it into actionable steps. However, the connectivity between the sale and the overall customer experience can be an Achilles’ heel. The company needs to commit to customer retention, not just acquisition.


April 8, 2014

If Sales is Your Power Core, Have You Created a Defector Pipeline?

When sales is the power core, the sales force is a well-oiled machine that knows how to target customers and close sales. To get customer experience traction, you need a meeting of the minds to gain agreement that you’re not only a customer acquisition company but also a customer retention company.


August 22, 2013

Do You Know Your Company’s Power Core?

When you begin the customer work, you need to know how closely the reinforced and innate skills of your organization’s Power Core line up with those necessary to drive customer profitability. Knowing your company’s Power Core will connect the dots for you. This knowledge will illuminate why, based on the core of power in your organization, you are able to accelerate some things, but encounter obstacles on other things when it comes to customers.


September 13, 2012

Creating a Defector Pipeline

If sales is the power core, there will need to be a great meeting of the minds to gain agreement that you are not only a customer acquisition company but also a customer retention company. The challenge is getting the time on the sales agenda to discuss these shifts.

A Defector Pipeline quickly engages the Sales Power Core. It connects them to specific actions to take and expands their role beyond sales to the customer relationship.


September 11, 2012

When Sales Is the Power Core

When sales is the power core, the sales force is a well-oiled machine that knows how to target and close customers.

However, the connectivity between the sale and the overall customer experience can be your Achilles’ heel. The metrics that people are conditioned to perform tend to be short term and offer immediate gratification. It will be a challenge to get used to a new world where the work will pay off not in months but sometimes in years.