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Information for You
Part of our mission is to provide clients, contacts, and prospective clients with information that helps them lead their businesses more effectively. On this page of our site, we provide links to various resources that we hope help you do just this.
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5/17/2010
Five Secrets to Great Customer Service for Your Industrial Company Real-world problems and solutions are highlighted within this white paper. Whether your company enjoys high customer satisfaction scores that top industry rankings OR if you are just beginning to consider implementing this type of service transaction measurement, we invite you to read this white paper to uncover ways to further measure, manage and improve your customer service.  Read More
9/3/2009
Raising the Bar on Customer Service--Now This white paper outlines what one client did to dramatically improve service. Read More
12/11/2008
The Industrial Distributor--A Threatened Species? Industrial distributors are an important part of the US economy. The market is becoming more competitive. This white paper offers some ideas for improving your company's competitiveness. Read it and let us know what you think. Read More
12/2/2008
Lessons from the Frontline: B-to-B Customer Service This paper provides ideas for improving your company's customer service. It is based on transaction interviews with more than 70,000 customers. Read More
9/11/2008
Sales and Marketing: Alike, Different and Essential “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. Read More
9/11/2008
Do Customers See The Value? Do customers really see the value your business provides them? Making sure they do starts with a clear value proposition that is understood first by employees. How clear and focused is your company's value proposition? Read More
9/10/2008
A Framework for Rethinking Growth Growing the top line is getting more important to managers. A study by McKinsey and Company provides strong research support to how important growing the top line is. The researchers tracked the growth patterns of the 100 largest companies in the US over a 20-year period. They found a strong correlation between revenue growth and the future survival of the business. Companies that grew more slowly than gross domestic product were five times more likely to succumb in the future (e.g., be acquired, go out of business, etc.) than companies that expanded more rapidly.* Read More
8/20/2008
It's a Matter of Trust Do your customers trust your company to act in their best interests? It is a question not often formally asked of customers. The response to this question is assumed. “Customers trust us. Why else would they do business with us?” Read More
8/18/2008
Are You Ready to Add a New Product or Service? Some Questions to Ask Over the past few years, many businesses have focused much effort on reengineering, cost reduction, downsizing and rightsizing. These efforts have produced profitable results in many cases. Given the business outlook facing many companies, such efforts were needed. Read More
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