Media

You can watch Frank's interview with the Beltway Broadcast podcast here, where he discusses the purpose of performance reviews and shares some best practices.

Note: this article originally appeared in the European Business Review, and is co-written with Ben Plomion of Dibbs. The hype about NFTs might be over, but when carefully deployed, they remain a viable tool for brand engagement, customer reward, and revitalising a...

Note: This article, co-written with Mike Schultz, first appeared in Training Industry here. Front-line sales managers hire reps and influence their training, guide rep action plans and ongoing execution from day one, provide (we hope) feedback to reps and so reinforce...

Note: This article, co-written with Jacco van der Kooij, first appeared at Harvard Business Review online here. Summary.   Traditional sales models focus on customer acquisition and the “funnel” or “pipeline” metrics that dominate talk about sales. But this approach...

Note: This article first appeared on Harvard Business Review online here. Summary.  Understanding where customers are, how they navigate streams in your market, and how to interact with them in a given stream is now central to crafting a good customer experience, and...

Note: this article, by myself, Jay Galeota, and Michael Wong, first appeared here at Sales and Marketing Management. Most strategies are about growing the business. But about one-quarter of companies do not grow at all and, even before the pandemic, only one in eight...

This article first appeared in Top Sales Magazine. Few customers want to pay more but most seek value, and it’s sales’ responsibility to frame the value proposition, including price. Here are three processes required to do that. Understanding Value and Costs....

Note: this article originally appeared in GTM Magazine. Digital access can be found here. In this installment of The GTM Interview, I had the privilege to ask the hard questions to the legendary Frank Cespedes, Ph.D., Senior Harvard Lecturer, and bestselling author of...

Note: this article originally appeared in Harvard Business Review Online, co-authored with Trond Aas, Alex Hunt, and Huw Newton-Hill. Digital access can be found here. Summary.   Training employees tops the agenda in many organizations, according to a LinkedIn report....

Note: this write up of an interview I had with Shep Hyken first appeared at Forbes,com. You can find it here. Most people think that customer service is a department that handles complaints and problems. There may be a department or contact center that does, but...