A wealth of candid,
practical insights

(And this is just scratching the surface.)

A Continuing Saga: What If Your Customers Hate You?

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Last month, I wrote about problems with the phone company that provides service to our home in the woods of Maine. If you don’t remember, the service is terrible and the process to get problems resolved is awful. In any case, we were in Maine…

Go Beyond the Spreadsheet to a New Customer Value Conversation

Recent articles and blog postings are abuzz with the power of price segmentation, driven by the abundance of transaction data and the power of pricing analytics to create highly-tuned segmentations to capture customer willingness-to-pay. Some anal…

When Discounting Moves from Dangerous to Disastrous

OK, I get it. In rapidly growing markets, it’s worth it to discount your products and services, in order to establish and expand your footprint. The high-tech guys have known this for years and use that strategy quite effectively.

Wake Up Sellers! It’s Time to Think Differently

Have you become trapped in your own mindset – convinced you are selling a commodity or that even you yourself have become commoditized? Are you falling prey to confirmation bias when you sell? Well, sellers, it’s time to wake up and start thinking…