When to deliver that one-off large customer feature request
We’ve all been there. The customer from #$@! That demanding squeaky wheel customer who wants what you don’t have in the product today and they want it yesterday. The customer who pushes your limits...
View ArticleAdieu to Windows Live Messenger
It was with a tang of bittersweet nostalgia that I read the announcement last week that Microsoft will retire its Windows Live Messenger (MSN Messenger) product....
View ArticleBuilding Customer’s Trust
I believe that strong customer engagement requires the ability to build trust based relationships with customers through delivering on managed expectations. This is basically a lot of words for...
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Oops. How to deliver bad news.
One hard earned skill that I’ve developed from years of deploying bleeding edge technologies is the art of how to deliver bad news. I call it an art because this is often really difficult for a lot of...
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Modern Day Heroes with Purpose and Passion
Most of what I follow on Twitter and LinkedIn are companies, news sources and industry info. Mixed in with this lot are a few of my modern day heroes. People I admire because of their successes and...
View ArticleInnovation – Start with Customer Pain Points
Innovation begins with listening to and understanding your customer pain points. Rather than focusing on trying to create first and then convince people they need what you are offering. If we create...
View ArticleWinning
Looking at one of my favorite players, Maria Sharapova, in my favorite sport, Tennis, for inspiration on what it takes to be a winner. I took time out this morning to watch the Australian Open 3rd...
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You want your B2B customer teams out of the office
Delivering to B2B customers it’s hard to avoid having a geographically dispersed and remote workforce. Depending on the role of the employees, you actually want them out of the office and having face...
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When to Buy, Build or Partner
This week’s blog post is going to sound a bit tech blasphemous, in that I am suggesting that companies need to focus more about what their products do, then the sexy and interesting technology used to...
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Business organization by customer focused layers
The traditional business model of separated teams, or silos, for marketing, sales, development and support simply is no longer working for B2B companies. This business model is prone to a waste in...
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