Rumsfeld's "unknown unknowns"

Can You Afford Not To Have A CRM Consultant?

Alicia CRM

I once had a client come to me for help, distraught at the failure of his company’s latest CRM implementation. It turns out the company had spent tens of thousands on a package recommended by the IT department. Unfortunately for my new client, that software implementation didn’t take into account the needs — and abilities — of the Sales team. …

Just How Hard Can IT Be?

Ben Consulting, CRM, Sales, Strategy

The company servers were running slow again and users kept getting kicked out of the network several times a day. Finally management had had enough and decided in executive meeting that the IT infrastructure needed to be replaced – what they had in place just wasn’t getting the job done.

It was felt that this would be a big deal for 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 …

Who’s Driving The Bus?

Ben Consulting, CRM, Sales

OK, I’m up on the soapbox again about TLAs — Three Letter Acronyms.  And our tendency to make terms, words and phrases mean whatever we wish them to.  Some days I feel like I have gone Through the Looking Glass again. “When I use a word,” Humpty Dumpty said, in rather a scornful tone, “it means just what I choose it …

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 2

Ben Consulting, CRM, Sales, Strategy, Training

The second type is the company that has already started on their journey but has run into some roadblocks. The project is in danger and corrective action must be taken to get it back on track.

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.

Over The Hill in Your 20s? Not Yet!

Ben Strategy

Who ever said that old dogs can’t learn new tricks? And who wants tricks anyway – good dogs are partners, friends and an integral part of our team – and that could be hunting, security, rescue or any number of other activities. Puppies are fun and playful – but largely unfocused until they get a little age on them and …

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 …