Viewing entries tagged Customer Retention Subscribe to feed
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I am not growing fast enough!

There is a big public bully in my market. Amazon is beginning to offer some of my high volume products. My sales organization is mature- let's say 70% are over 55. My strategic partners don't play well on the playground let alone my sand box. Our association is becoming an employment referral center. Loyalty means low price.

I need a PILL!
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Sales is too busy servicing customers rather than selling

When I hear this, it is usually uttered with frustration. Frustration that revenue growth goals are not being met. Frustration that a firms’ often most valuable, and expensive asset — the sales team — is not being deployed as effectively as they could be to drive revenue growth. Frustration that they don’t know how to fix the problem
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The Politics of Churn


How Can You Make CRM Work for YOU?

By now your firm likely has implemented a customer relationship management (CRM) system for tracking sales activities. There are many systems out there but essentially they work as an awesome administrative assistant, keeping track of who has talked to whom, where that proposal is and who the campaign targets are.  Or do they?

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Pricing – Parity or Parody


Keep your eye on the Ball. Margin Management. Progressive Pricing. Value Pricing. Performance/ Importance Gap Analysis. Heat Map. Key Attribute Performance. Competitive Landscape. Building Strategic Relationships. Isn’t price just cost + desired return???


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End User Customers Matter in B2B

I have heard it often said by manufacturers that their customers are their distribution partners.  While it is true that these partners often pay for stocking products, they must eventually sell to end user customers that consume those products.  Manufacturers that have a strong or exclusive channel(s) often do not have, or have limited line of sight to the end user customer.  They rely heavily on their partners to communicate, market and sell to the end users.
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How to Grow your Business


Run faster. Innovate. Invest more time in the business. Launch the breakthrough product. Find a new sales manager. Fire the rep organization. Go to another trade show. Social Media - maybe that’s the key. No - but maybe a better website. Hey, what happened to the trade show leads from last year? On and on and on……
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Product Penetration

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Two Fallacies of Customer Satisfaction

Conventional wisdom has moved most firms to conduct an annual customer satisfaction survey to take the pulse of their customers.  While it is important to capture voice of customer or VoC information, there are two common errors that companies make in conducting customer satisfaction surveys.

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How is your Re-Org Impacting Your Customers?

Accelerate the effectiveness of the new organization and minimize the impact of change on our customers.

During significant corporate reorganization and personnel change it becomes critically important to frequently and thoroughly listen to customer perceptions. Unfortunately, too many organizations become internally focused and stop listening to customers.  

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Increasing Share of Wallet is a Sales Catalyst

Increasing share of wallet is a sales catalyst, an agent that provokes and speeds significant change in customer revenue

Selling more products to more individuals in your existing accounts increases share of wallet.  Existing accounts are easy to target.  Selling to existing accounts is easier to execute and costs less that new customer acquisition.  Selling more products that you already have increases turn and improves your return on investments in products.  Increasing share of wallet improves customer loyalty.  

Sounds Interesting?  So, why is it so hard?

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Data, Data, Everywhere!

Successful companies know that engaging in thoughtful B2B Voice of Customer (VoC) programs will ensure positive customer responses and encourage repeat business. Over the years, these companies will collect a bounty of customer data and insights and understand how to ACT on this data to create top line revenue growth by utilizing their sales and account management teams in meaningful ways.
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Making Net Promoter Score More Actionable

I have been impressed with how actionable NPS has actually been in the industry since its birth in the 90’s.  By “Actionable” here, I mean getting businesses into gathering Voice of Customer beyond Satisfaction Surveys of the 70’s and 80’s.  What we discovered in the 90’s (with the Service Profit Chain research at Harvard) was that Customer Satisfaction pointed us effectively to “Pain Points” and was required for growth in Loyalty, but it did not effectively score our relationship with our customers or inform us of what drove loyalty.

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Driving Results from Research Findings

It is common for organizations to conduct voice of customer research studies, obtain solid information with insightful findings, but not translate that information into actions that actually drive results.