3 May 2011
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Comments: Comments Off on SAMA Annual Conference 2011; A Time to Think, Strategize and Assess SAM Account Relationships

SAMA Annual Conference 2011; A Time to Think, Strategize and Assess SAM Account Relationships

A given… We are all involved in a very hectic and competitive business world and time; little time to plan much less execute (both in our business and personal lives). As I ready myself and my team for the annual SAMA (Strategic Account Management Association) Conference (www.strategicaccounts.org) I look forward to: Collaborating with my own […]


14 March 2011
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Comments: Comments Off on Customer Feedback Fuels Collaborative Training Practices

Customer Feedback Fuels Collaborative Training Practices

During a recent taping of one of our public and no-fee offered podcast at www.loyaltypro.com a national training leader provided some interesting insights into how in his world the client and they as a supplier often collaborate on needs and challenges and then translate these into joint training initiatives for both parties. This really takes training […]


9 March 2011
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Comments: Comments Off on There is No Business Intelligence without Measuring Customer Feedback

There is No Business Intelligence without Measuring Customer Feedback

As I was reading a recent February 2011 issue of PC Today (www.pctoday.com) and an article titled; Business Intelligence, What BI Solutions Are and Why Businesses Need Them, it really drove home the focus on and continuing emergence of the importance of measuring customer feedback as an integral part of business intelligence (BI). It drives […]


28 February 2011
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Comments: Comments Off on Sales and Account Management Effectiveness in a Noisy Business World – 7 Survival Tips

Sales and Account Management Effectiveness in a Noisy Business World – 7 Survival Tips

WOW, has the world of communications and information changed! How about this list… Email Text messages Webinars CRM systems Webcams Traditional face-to-face meetings Conference calls Instant messaging RSS Feeds Phone calls Voice Mail Linked-in Facebook Just to name a few of the possible information interactions every business professional has every day – it really is […]


17 February 2011
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Comments: Comments Off on Ask your Customers – They will appreciate it – and it may correlate to more loyal Customers!

Ask your Customers – They will appreciate it – and it may correlate to more loyal Customers!

In the highly competitive global economy all suppliers are seeking differentiation. Through our loyalty assessment efforts with clients we are experiencing an interesting and profound discovery; customers appreciate suppliers who reach out to them for ongoing feedback and make this part of the relationship management process – it has the most impact when suppliers share […]


1 February 2011
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Comments: Comments Off on B-to-B Accounts; Their Loyalty Criteria is Different!

B-to-B Accounts; Their Loyalty Criteria is Different!

During a recent Client workshop discussing their survey results when measuring their account’s feedback it became very apparent that the B-to-B business environment has much different and more complex loyalty criteria than the consumer to supplier environment. Consumers appear to base their supplier preferences (loyalty) more around emotion, price, relationship and convenience. While in the B-to-B […]