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Making A Difference – Thoughts, Observations and Opinions
This is Dave Brock’s Blog.
It offers my views on a variety of business, sales, marketing, and leadership topic. My goal is to make a difference for you, the reader, in both your professional and personal lives.
Latest Posts
Connecting The Dots, Can You Do It For Your Customer?
There’s a huge amount of “wisdom” about calling at the top. At times, I think we have to change corporate structures, naming far more C-Level executives just to accommodate the clamor of sales people needing to call at the top. Don’t get me wrong, we have to engage al levels that are appropriate for the solutions we present. But calling at the top for everything is just a foolish strategy. It wastes our time, it wastes customer time (those we really need to be working with) and it wastes executive time. It’s natural for us to inflate the importance of […]
Are You Prepared To Have A Customer-Specfic Conversation?
Insight is the word of the year. We are all being trained in providing insight–ideas about the customer’s business; how they might grow, opportunities they might be missing, how they might improve, how they might achieve their dreams and goals more effectively. If, we’ve done it correctly, we get the customer interested and the conversation begins. The conversation is the most important–and perhaps the most difficult. In order to maximize our value creation and our success, we need to get “up-close and personal.” Our conversation has to move through a number of levels–each of which requiring great knowledge. Regardless of […]
Creating Social Business Success
Every week, I would venture there are over 100 blog posts or articles talking about Social Business. Too often, the focus seems to be about how business should leverage technology to more effectively reach customers. But, Vala Afshar, CMO and CCO for Enterasys, would point out, Social is a mind set. When you talk about “being social” with Vala, phrases like: Nothing’s more important than the customer. Collaboration is critical, it’s messy, but you can’t be social without collaboration–between people in your organization, with your customers, and your community. Social business demands share accountability. Without share values, you can’t be […]
MOVE Or Die!
Imagine, you are in the middle of a road, a car is hurtling at 60 miles per hour (100 kph) directly at you. It’s making no attempt to stop. The answer is pretty obvious, almost instinctual, you MOVE. You know if you don’t, you will certainly be hit and die. The action we must take is obvious, it’s instinctual, we take action instinctually. Our innate drive to survive causes us to move. Yet in business, every day we are faced with thing hurtling toward us—changing customer buying patterns, changing competition, changing business conditions. Yet we don’t move, we don’t change. […]
Following The Money
Any sales professional worth her salt knows to “follow the money.” Traditionally, we interpret that as, “Who has the budget?” While that’s important, it’s no longer sufficient for sales success, or more importantly, for our customers’ success. We have to follow the money much further. For any business, large or small, we have to understand, quantify, and communicate the impact of what we want the customer to do on the attainment of their organization’s strategic and financial goals. We have to come as close as we possibly can to expressing the impact we will have on Balance Sheets, Income Statements, […]
Customer Experience, “Being Managed Or Handled”
Every organization has (or should have) a process for “managing” customer problems. We all believe, that when a customer has a problem we have to resolve it, so we put in place resources, policies, procedures for managing the customer that has problems. And, with varying degrees, we “handle” and “manage” the customer problem. Within the customer service organizations, we chalk it up on our scorecards–another problem solved, another case closed, it took so many minutes, and the customer said “Yes” when we asked, “Have we solved your problem?” And, because it is so easy, we send surveys to the customers that […]