Can we talk? Your employees are confused about their customer retention roles. And if your employees are confused, think about how their confusion translates. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. You have an A, B and then Z… [Continue Reading]
Why Your Employees are confused about their Customer Retention Roles
Collaborative Revenue Generation is Everyone’s Job Function
After all is said and done, collaborative revenue generation is part of everyone’s job function. Whether stated or not in an employee’s job description. Sounds pretty boring, doesn’t it? Actually, collaborative revenue generation is the lifeblood responsible for business growth, expansion and sustainability. Have I got your attention? Consider that each employee touches some aspect… [Continue Reading]
How to perform Customer Base Triage and Why It Matters
Typically, customer base triage is conducted in reaction to a large number of customer casualties. These casualties are in the form of loss and/or defection to the competition. And this defection has been going on for quite a while. However, like a slow leak in a tire, you miss the signs that something is amiss…. [Continue Reading]
How many Bright Shiny Business Objects can a SMB Model Juggle?
Bright shiny business objects happen. Especially this time of year. For a variety of reasons. Mostly, the rationale is that chasing multiple bright shiny opportunities offers lucrative and tactical outcomes of variable duration. However, bright shiny object rationale is no replacement for remaining focused on overarching strategy. Ultimately, chasing bright shiny objects can spread business… [Continue Reading]
Why SMB Customer Profitability requires the Right Targets
Understanding SMB customer profitability leverages working with the best customers for your small to midsize business (SMB). Ask yourself these questions: First, is the majority of your current client base comprised of customers who long ago outgrew you (or vice versa)? Yet they continue to award you scraps and crumbs, “for old time’s sake”? Then,… [Continue Reading]
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