A Customer Focused Culture Doesn’t Come Organically

In most B2B companies corporate culture develops organically; this is a mistake. Company culture should be intentionally created and needs to customer focused.

Don’t Build A Customer Success Function

Customer success shouldn’t be a function. In theory, the idea of a customer success function makes a lot of sense – if no function is held accountable for customer success then no one is responsible for ensuring customers are successful. But, in my experience, having a Customer Success Team doesn’t work.

Building the case for only using contacts in your CRM

Okay, you bought in. You’ve read the post on the benefits of taking a contacts only approach to CRM, This post is about how to assess your current lead management process and how to make the case for only using contacts in your CRM.