Media

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...

Note: this article first appeared in Training Industry, please find it here. In a previous article, I discussed changing business development requirements and some implications. Yet, most companies approach sales training much as they did decades ago. Onboarding is...

Note: This article first appeared on Training Industry, available here. Companies spend more per capita on sales training than any other function, but the return on investment (ROI) is disappointing. A recent Training Industry article indicates “that 85-90% of sales...

Note: Please find the original copy of Frank Cespedes' article, “How to Conduct a Great Performance Review,” published first at HBR Online, here. Summary: The purpose of performance reviews is two-fold: an accurate and actionable evaluation of performance, and then...

With others, I will teach in a new executive program next month, “Leading in the Digital Era,” at Harvard. The program focuses on the people, process, and leadership requirements for making ‘digital transformation’ real and valuable (and not just rhetoric) in...

Please find the original copy of Frank Cespedes and Neil Hoyne's article, "How Managers Can Build a Culture of Experimentation," published first at HBR Online, here. Summary: Companies tend to allocate testing time and money to big initiatives while ignoring small...

I joined Walker Webcast to discuss how to get the sales you need in today's ever-evolving landscape. Watch below, or listen in your preferred podcast app. https://www.youtube.com/watch?v=DCfiEfEtCNA

Note: the following is information about a podcast episode from Revenue Innovators. You can find the podcast here or at Spotify or Apple Podcasts. Sales is not an easy topic for academia to teach, in part because it’s so cross-disciplinary. You have to know about...

Please note: this article first appeared in Harvard Business Review, here. Summary: Coaching sales reps is about clarifying relevant behaviors and whether the issue is motivation or ability. Some reps may work hard, but lack certain capabilities while others...