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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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Innovation – 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...

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Why I ♥ my new iPhone 5

A ramble, hopefully both amusing and thoughtful, on my recent buying experience upgrading to the iPhone 5 and why I am loving it now that it is in my hands. I finally upgraded to the iPhone 5 over the...

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Content Marketing – Give your Customers Something of Value

It’s not enough to just build community through Social Media channels.   To grab and hold your customer’s interest you need to provide them with something of value.  By focusing on Content Marketing...

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Storytelling as Marketing Tool

When we use storytelling in our marketing efforts, making the customer the hero of our stories, then we can build community and be remembered. It’s always been a strong belief of mine that if something...

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Why every company with a Website should also have an App

These days, having a company website is considered a necessity in a company’s marketing arsenal.   Having that website be responsive to display appropriately on various devices is also crucial.   I...

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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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Finding unusual uses for online services – Using Twitter to take notes

I attended the Salesforce.com Customer Company Tour in Toronto on June 19th.   It was a great opportunity to gather information that I can use in my consulting practice.   There was a partner showcase...

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Wimbledon Insights – IBM and AELTC using big data, social and mobile to...

IBM has been the official technology supplier and consultant to the Wimbledon championships for the last 24 years.   For two weeks every summer about 450,000 people attend the tournament as well as an...

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MailChimp for Salesforce – Generate Leads from subscriptions to your newsletters

MailChimp for Salesforce is an App created by MailChimp and available for free in the Salesforce.com AppExchange.  I recently installed the App in my Salesforce account in order to sync subscribers of...

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Innovation – Start with Customer Pain Points

This past week, my January 2 post “Innovation – Start with Customer Pain Points” has become the most viewed post as reported in the stats I collect from the WordPress site. Since posting, the article...

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The New Paradigm – B2B and B2C learning from each other

I’ve read a number of articles lately where the author has been proposing that the distinctions between companies having a commercial focus on B2B (Business-to-Business) or a focus on B2C (Business to...

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Do you have an OLA between your Marketing and Sales teams?

I was at MESH Marketing conference in Toronto a few weeks ago where I attended a panel discussion, led by April Dunford (RocketWatcher), Exploring the Alignment between Marketing and Sales.  With...

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Mapping CX – Charting the real journey of your engagement with Customers

While both design and technical teams tend focus on making sure that your digital touch points have great UX (user experience), business teams want to additionally make sure that the CX (customer...

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Tackle escalations head-on, with a calm attitude and the purposefulness of...

One of my early career lessons,  while I was transitioning from being “technical-focused” to being more “business-focused”,  occurred when, as PM,  I had to deal with a critical escalation just ahead...

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