When it comes to marketing campaigns, testing your campaign and segmentation theories—before unleashing them on customers—is a virtue, at least if you want efficient campaigns that result in sales, as well as satisfied customers. Of course, testing any theory before you need it is a virtue. And perhaps we take this capability for granted, because [...]

Can customer service be more efficient, but still facilitate an excellent customer experience? The question is pertinent because consolidation—an old service story—is more relevant now than ever. But what’s the best way to consolidate a service or contact center?

How many salespeople does it take to close the maximum number of deals at any given customer? Many of our clients—especially in the high-technology, pharmaceutical and medical device industries—have multiple sales teams calling on the same customers, oftentimes supported by multiple CRM systems. It’s not unusual, for example, for a large software provider or hardware [...]

How do you deal with the expectation that because of the recession, your prices should be lower? Because during the downturn, how companies approach pricing and pricing discipline will be a major factor in their long-term success or failure.