I was speaking with a colleague today who complained that although he understands his customer’s needs – does surveys of every aspect of their decisions (how, when, what) so he ‘knows’ how and what they buy …

I often hear sales, marketing, and change management folks talking about ‘understanding the customer.’ But what, exactly, does that mean?
On the face of it, it’s a no-brainer. Of course  it’s vital to ‘understand the customer.’ But …

What is the difference between selling to an internal customer and selling to an external customer?
Nothing.
At the end of the day, there is the buyer, the seller, and the solution. The influencer, the influenced, and …

My friend Jill Konrath returned from the recent Sales 2.0 conference and told me of a complaint she heard several times from attendees: “Customers don’t know how to buy.”
This, said by sellers blaming buyers for …