calf path

Don’t Follow the “Calf Path” – It Eventually Ends At The Slaughterhouse

Ben Consulting, Strategy

Back in the dark ages when mainframes ruled the IT jungle the process of change management and ‘thinking out of the box’ was a different ball game than today. There was not really the concept getting early adopters on board with a new project – you had to round-up the true renegades and those who truly wanted to challenge the …

What Was The Question Again?

Ben CRM, Sales, Strategy

I was on my way to Richmond from a speaking engagement in Kansas City — and as usually happens when I choose to fly, weather declared primacy. While waiting in the lounge in KC I checked the weather app on my Google Nexus phone.  A very brightly colored screen appeared showing storms and more storms all over the east coast and …

Social CRM? Give me a break!

Ben Sales, Strategy

Customer Relationship Management (CRM) should be, by definition, social.

3 Types of Customers – Part 3

Ben Consulting, Sales, Strategy, Training

This is the third of three articles on basic customer types.  The last couple of weeks I have reviewed the first-time customer and then one with a stalled project.  Keep in mind that I am viewing all this through the eyes of a CRM consultant. The third type of customer has already selected their product or service and begun using …

3 Type of Customers – Part 1

Ben Consulting, CRM, Sales, Strategy

Some business associates (all service related businesses) and I were discussing the similarities in our customer base last week and it seem that even though we were in different businesses our customers tended to fall into three (3) distinct categories.

Selling Is A Game

Ben Consulting, Sales, Strategy, Training

In a recent post I mentioned some of the reasons that sales reps (and managers) give for not fully utilizing the corporate CRM (Customer Relationship Management) system. An all too common reply is “…it’s just too damn complicated and keeps me from doing my job — selling and closing business”. There are a number of reasons for this happening — and it …

No, I Don’t Like My CRM!

Ben Consulting, Sales, Strategy, Training

Whenever I hear comments like this I know that their sales process and their CRM systems are on the verge of collapse.

It’s not what you know – it’s what you don’t

Ben Strategy

Sometimes it is not what you know about a customer (or prospect) but what you do not know that is most important. Our customer databases and CRM systems are very good (with our help of course) at being about to capture and retain data about everyone that we have contacted in the course of doing business.  We have a history …

Apples vs Apples

Ben CRM, Strategy

The more I work with Social Media the more contrast I am seeing between marketing efforts to drive transactional revenue and those designed to build longer term relationships. So, I would like to toss out the idea that Customer Relationship Marketing (CRM) software and Contact Management software are really more different than they appear on the surface. CRM products have …

Are There Beans in Your Customer Service?

Ben Consulting, CRM, Strategy, Training

A number of years ago I was called in to review a CRM system for a technology firm — actually a software company with a strong focus on databases.   Good project for me; I understood the target market, the general sales and support functions and had worked with their CRM system for a number of years. One afternoon I was …