How do we know, in advance, the difference between a vendor who will be terrific, and one who will be hell? One who will do what we want them to do, and one that will blame us when they get it wrong? And how angry are we when we end up paying just to get them [...]

On Saturday, I attended Austin ProductCamp and ran a session called: How to Get Buy-In for Strategic Product Decisions
We had around 75 eager, excited people attending. I handed out a list of 11 tasks necessary for a successful implementation, and asked the participants to order them, assuming they’d focus on getting the announcement data and [...]

I’m here in ProductCamp in Austin – an UNconference focused on bringing products to markets strategically, by offering workshops by peers who work inside of organizations and know the skinny.
I’ve been here an hour, and already have met my goals: I’ve spoken with a few folks who follow my work and had questions (who knew?); [...]

Do you spend a lot of time collecting names that might be prospects?
Do you spend a lot of money learning how to follow prospects on line, so you can guess where they are in the decision making process?
Has all of this activity substantially increased your ROI?
What you’re forgetting – or ignoring – is that no matter [...]

Do you want to research something - anything, almost - about business? Pretty broad query, no?
Welcome to CustomerThink, a site that makes everything necessary for you to know - data made available through blog posts, white papers, articles – available to all. And all of the articles are customer-centric.
Indeed, it’s a wonderous site: easy to navigate, and covers a broad range of [...]

What, specifically, is good customer service? For me, it’s about being respected and getting what I’m paying for. Unfortunately, and problematic for companies, everyone wants to be respected in their own way. As a result, companies end up creating their customer service to meet their own criteria. And if someone doesn’t fit the model, too bad. Well, I [...]