Meet the New Boss and His Take on Your Strategy

Leaders are starting to let go of the myth they are in control of the customer journey as organizations get comfortable with buyers calling the shots.  Companies as diverse as Safelite Glass to Aruba Networks are aligning their entire organizations to how their customers want them to behave...
Read the full article on Forbes.

Sales and Marketing Alignment Begins With Your Customer

50 percent of B2B sales staff keep missing their quotas. It’s a problem as old as business itself.  The culprit, according to sales, is the quality and volume of leads from marketing. The marketing department may be quick to snap back that sales is ignoring their leads or not trying hard enough to close them.  When the squabbling causes the revenue pipeline to become even more unpredictable, that gets the CEO’s attention..... Read the full article on Forbes.

Is Your Org Chart Driving Customers Away?

Companies today accept an abhorrent level of dysfunction as the status quo. Studies show that knowledge-workers spend half their day in meetings and employee engagement is at an all-time low. More people than ever hate their jobs and many feel they are drowning in bureaucracy and politics.  It affects everything: the top-line, the bottom-line and employee esteem.... Read the full article on Forbes.

Should Sales Own Customer Experience?

Closing deals and driving revenue has been at the top of the agenda since the dawn of commerce. However, the sense of urgency and bewilderment about how to grow a company is at an all time high. As I recently blogged,experiments with Chief Revenue Officers have largely failed  with the burden for revenue falling, historically, most heavily on sales, even if sometimes unfairly...... Read the full article on Forbes.

Why Mergers Kill Customer Value

The M&A season is underway. Dell is looking at a $24 billion private equity deal that will privatize the company. Berkshire Hathaway is looking to buy H. J. Heinz, the ketchup brand, for $23 billion. Liberty Global wants to buy Virgin Media, a British cable provider, for $16 billion. US Airways and American Airlines are merging to form the world’s largest airline..... Read the full article on Forbes.