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Culture

The Holy Grail of the Repeatable Sales Process:  Is Repeatability Enough?

The Holy Grail of the Repeatable Sales Process: Is Repeatability Enough?

By Dave Kellogg on January 12, 2021

Most of us are familiar with Mark Leslie’s classic Sales Learning Curve and its implications for building the early salesforce at an enterprise startup.  In short, it argues that too many startups put “the pedal to the metal” on sales hiring too early – before they have enough knowledge, process, and infrastructure in place – […]

Posted in Business, Featured Posts | Tagged Culture, Enterprise Sales, process, repeatable sales process, revenue ops, sales, Sales process, salesops, Silicon Valley, startups

Why is Good Customer Service So Difficult?

Why is Good Customer Service So Difficult?

By Michael Fauscette on October 20, 2014

This could easily be a rant based on some recent customer service experiences but I’m going to avoid that and instead look at what companies are facing today in trying to meet customer expectations. I read recently that Comcast has finally appointed a VP to try and address their extremely poor customer service (I’d say […]

Posted in Business, Featured Posts | Tagged Business, CRM, Culture, Customer, customer service, CX, ESN, experience, internet, socbiz, Social, systems | 1 Response

Marketing in 2014 - Part Two

Marketing in 2014 – Part Two

By Michael Fauscette on April 3, 2014

In Part One of this series I listed 6 issues that are causing disruption and change in marketing. In this post let’s focus on inbound marketing and the shift to a more content marketing focus and away from outbound or broadcast marketing tactics. This fundamental shift is often the underlying issue with most of the […]

Posted in Business, Featured Posts | Tagged change, CRM, Culture, Customer, CX, getsatisfaction, inbound, linkedin, marketing, outbound, SCRM, socbiz, Social, Social Media, technology

To Pre-Meet Or Not To Pre-Meet:  That Is The Question

To Pre-Meet Or Not To Pre-Meet: That Is The Question

By Dave Kellogg on March 24, 2014

I once asked one of my board members which CEO ran the best board meetings across his portfolio companies.  His answer was, let’s call him, Jack.  Here’s what he said about him: Jack got the board deck out 3-4 days in advance of the board meeting Jack would call him — and every other board […]

Posted in Business, Featured Posts | Tagged Board, board meeting, Culture, grp partners, Management, mark suster, startups

Making Better Business Decisions Part 3

Making Better Business Decisions Part 3

By Michael Fauscette on January 8, 2014

In part one and two of this series I spent a fair bit of time discussing the drivers for building a sense and respond, data driven business. The concept, I think, is pretty obvious when you put it into the…

Posted in Featured Posts, Trends & Concepts | Tagged analytics, Culture, data, decision, sense and respond, socbiz, social business | 1 Response

Building a Customer Experience Strategy

Building a Customer Experience Strategy

By Michael Fauscette on May 13, 2013

This sounds like an ambitious post and I guess it is, but let me say up front that there is no “one size fits all” answer to how to build a customer experience strategy. There are though, some things that you should consider and some tips that are working for some of my clients. What […]

Posted in Business, Featured Posts | Tagged CMO, Community, CRM, Culture, Customer, Customer Experience, CX, prospect, service, technology | 3 Responses

Leveraging Innovation Management for Competitive Advantage

Leveraging Innovation Management for Competitive Advantage

By Michael Fauscette on August 7, 2012

If you’re coming to CRM Evolution next week in NYC, you might notice that one of the sessions I’m doing matches the title of this post. Of course this isn’t the first post I’ve done on innovation, this one, for…

Posted in Business | Tagged competition, Culture, ideasourcing, innovation, process, socbiz, social business

The Path to Co-Creating a Social Business: The Early Adoption Phase

The Path to Co-Creating a Social Business: The Early Adoption Phase

By Dion Hinchcliffe on August 21, 2011

The figures vary but in the last several years a major change has begun in organizations around the world. Sometimes the efforts are small and unsanctioned, sometimes they are big and bold, but increasingly businesses are employing social media strategically to engage deeply with both their workers and customers. We see this all the time […]

Posted in Business, Featured Posts | Tagged adoption, best practices, Blog Post, CIO, CMO, Community, community management, Culture, early adoption, Enterprise 2.0, Intranet, list, maturity, participation, patterns, peer production, social business, Social Media, strategy, technographics, trust

Social Business Maturity

Social Business Maturity

By Michael Fauscette on July 18, 2011

Companies are adopting social technologies across a broad range of enterprise  activities from new ways for employees and partners to collaborate to more effective methods to engage customers and prospects. In a recent IDC social business survey we found that 41% of the respondent companies had some type of social project underway. Companies that are […]

Posted in Featured Posts, Trends & Concepts | Tagged adoption, Culture, maturity model, socbiz, social business, Social Enterprise, Social Media, technology

Image credit: PageTender

The Entropy of Social Networks: Google Plus vs Facebook?

By Anshu Sharma on June 30, 2011

Yes, we have a new social network and I am a proud profile carrying member of the new elite created by an artificial scarcity of invites. A technique now pretty much a requirement for launching anything new that’s social with 2 benefits, the obvious bu…

Posted in Featured Posts, Trends & Concepts | Tagged Culture, entropy, Facebook, google, history, MySpace, Privacy, Social network | 6 Responses

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