Customer experience is how the client feels about you during every interaction at every step along the way, starting from the very beginning.

If you want to avoid undermining your hard-won efforts to be more profitable, more scalable, and more efficient, you need to keep your sales strategy focused.

Imagine you’re back in summer camp canoeing with other campers. You get on the lake and find that the other...

Nothing hinders strategic planning like unpredictability. And, as you well know, our current business environment is anything but predictable.  Clients’...

I vividly remember my first day of second grade. My family had just moved to Dallas, and we were living...

Many years ago I found myself in search of the proper title for my position. Job titles were not a big thing at my employer, but we had a business reason to devise one for me. A preferred provider agreement needed a key organizational contact and "Tom" was not going to cut it. I thought about the daily tasks I seemed to be responsible for. I sold things. I defined operational processes. I tried to herd salespeople. The warehouse supervisor reported to me. What am I? I could not find a parallel in other companies like ours. Everyone was either "Sales" or "Operations".