- By Tom Cates on July 31, 2014Read more
Over the past few years, my company has studied what it means to be seen as a Trusted Advisor. The research has revealed six key dimensions of a B2B customer relationship. This prompted us to look at some clients, measure their customer relationships in these six areas, and compare the results against business performance year over year.
- By Tom Cates on July 18, 2014Read more
In the B2B world, building great customer relationships is often the fastest and easiest way to meet or beat your sales numbers. I call this building “sales equity” – an expression for all the advantages you gain when you build Trusted Advisor relationships with your clients.
- By Tom Cates on June 13, 2014Read more
When you envision success, what is it that you see? Do you picture revenue growth and profit margins? Then your definition of success will primarily focus on Financial Measurement. Do you imagine your company as a trusted advisor to your customers, dedicated to building relationships with individuals that will last 10, 20, or 30 years? Then your definition of...
- By Tom Cates on May 30, 2014Read more
If you’re a salesperson, you probably focus mainly on finding new clients. But if you work in a mature B2B industry, that isn’t always so simple. And let’s face it: These days, most B2B industries are mature! The only way you can land a new client is to steal one from someone else. That can be very hard to...
- By Tom Cates on May 23, 2014Read more
We’ve been discussing the four definitions of success and explaining how most characterizations of success will fall into one of four categories, or, ideally, be a harmonious combination of the four (i.e. Balanced Scorecard). Last week we focused on financial measurement, but this week, we will move to the next definition: Customer Experience.
- By Tom Cates on May 9, 2014Read more
Last time we talked about how your definition of success defines you, and explained that most definitions of success fall into four overarching categories: Financial Measurement Customer Service Internal Process Internal Learning These four metrics, first discussed by Kaplan and Norton, can also be combined into a fifth definition of success, namely a Balanced Scorecard, where the leadership of...