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The Importance of Customer Support to Keep a Business Financially Viable

We recently wrote about the importance of delivery in keeping businesses afloat, arguing that maintaining your current customer base is in many ways even more important than winning new business. After all, you have already put in the work to win your clients over, and if you disappoint them now, you risk losing them. While your leads represent potential, your customers represent an investment you have already made. Maintaining the good will of your current customer base should always be your top priority, and support is a critical component of customer satisfaction. We have seen many organizations prioritizing outsourcing and automation in recent years, and we agree, efficiency is great—unless it comes at the cost of customer support. As customers of other organizations ourselves, we […]

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Research Note: The Software and Technology Decision-Making Cycle—How it Has Changed

The past 15 years have seen dramatic changes in software and technology: leaps from flip phones to smart phones, desktop computing to laptops and tablets, on-premises software to cloud, big data, the Internet of Things, and others. With these new technologies and platforms have come an explosion of software vendors profoundly shifting the information technology and software landscape. As an example, we’ve seen a jump from 1,876 vendors in the marketing space to over 8,000 in just the past five years in marketing technology—not the only industry that has seen this exponential rate of growth. Almost every technology and software segment over the past few years has seen similar growth. However, we are not just seeing a fundamental change in the solutions available; there have […]

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Understanding Perception and How Perception Is Reality

Today, I wanted to write something that is a little off topic. We can all agree that this past year has been one of unprecedented events, forever imprinted in history. And for many, it has been an outright difficult year. What hasn’t made things any better is the extreme bifurcation of the world on many of today’s issues. With this in mind, in today’s article, we wanted to take a different approach and focus on the power of perception. As someone once told me a long time ago, perception is reality. It has true power over how we as humans interact with each other, both from a personal and professional standpoint. As an example, psychology research shows that humans make a decision on whether they […]

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Decisions in a bubble

The Importance of Not Making Decisions in a Bubble

As a leader, one of the most difficult aspects of the job, and most common at the same time, is decision making. Each day, leaders are constantly faced with making choices. Big or small, decisions will ultimately affect individuals, the company, or customers at any given time. Any leaders worth their salt are aware of the gravity of their decisions and the downstream ramifications regarding them. However, after peeling back the layers of failing businesses, what we find as the number one root cause of most failures simply comes down to bad executive management decisions. These decisions, typically made in a bubble, will begin leading the company down a downward spiral. As leaders, we like to think we know best—this is why we are leaders, […]

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How to Develop an Account Planning Strategy – Infographic

It can be difficult to figure out a routine that helps to streamline account strategy. How do you manage contacts and leads and follow-ups and use your resources in the most efficient manner possible? It can be overwhelming and lead to a lot of inefficiencies. And there’s the notion of trying to figure out how to personalize that account strategy, too. Luckily there are ways that you can use accepted account planning strategies to do just that. Of course, you can start by figuring out what type of account you have – number of employees, industry, etc. But to really personalize things, you need to layer in the individual needs of the owners, employees, and customers in order to get a better understanding of how […]

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Decisions That Can Help Carry Your Business Through COVID-19

This is a difficult time for small business owners. The pressure is higher than ever for companies that already lived on narrow margins. Right now, smart moves are necessary for pushing your business into the future. Fortunately, we live in an era where technology is on our side, as long as we know how to use it. Here’s a look at a few types of tech that can aid business owners now: Connecting While Apart Social distancing never looked so efficient: Video chat software and other virtual connection tools allow your team to meet from the safety of their own homes. Remember, you need to take a tailored approach to virtual meetings to ensure they go well. If you haven’t already, make sure your team is using secure communications to prevent […]

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