Clicky

White Papers
Sales and Marketing: Alike, Different and Essential Title

“Sales” and “Marketing.”  The two go hand-in-hand.  In fact, they are often used interchangeably.  Yet, they are two different but related and very important functions in today’s organization.  In this white paper, I outline key similarities and differences between the two.  By defining where they are alike and where they are different, managers can establish clearer and more effective expectations for each.

Customers in the Middle

Customers can be wowed by service or angered by it.  In many cases, there are a significant percentage of customers who are neither--they are smack in the middle.  The service delivered was okay but not great.  Download this white paper to learn what you can do about these customers and move them out of the middle.

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Our mission is simple--to help managers in business-to-business companies improve customer service.

We do this by focusing on doing three things:

Measure:  
  • Collect rich customer feedback, which provides insights and ideas for improvement
  • Determine market needs from the customers' perspectives so opportunities can be realized
  • Quantify market trends and directions to help guide a company's plans
Manage:  
  • Provide managers with the timely information they need to manage service delivery
  • Create robust planning processes that encourages business organizations to build on their strengths while correcting weaknesses
  • Manage the employee/customer engagement process to identify areas of opportunity
Improve: 
  • Working closely with clients, create customer retention strategies that produce more loyal and more profitable customers
  • Ultimately, have a service delivery process that produces positive word-of-mouth among your customers