customer Process Related Topics 
Chris Koch
APRIL 17, 2009
Sure, salespeople know the accounts—they know what the customers have spent and what they are most likely to want next. They may also know what the customers’ major business issues are—if they know how to ask. And in big, important customers, it’s worth integrating that ability into the account planning process.
Chris Koch
MARCH 12, 2010
Social media is raising the bar on customer intimacy. Though it has become a generic term, customer intimacy was first coined by Michael Treacy and Fred Wiersema who worked at CSC/Index back in the 90s when I was a thought leadership marketer there. The theory is that every company competes in three disciplines: Customer intimacy.
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Chris Koch
JANUARY 21, 2011
What this means for marketers is that social media have increased buyers’ expectations for intimacy at all stages of the buying process. We have built intimacy into the later stages of the buying process. And this is where the scale issue comes in.
Chris Koch
JULY 16, 2010
I can’t name the specific companies because we’re still in the midst of the judging process, but it doesn’t really matter because the stuff is so innovative. Another company is using automated algorithms to seek out and deliver targeted customer and competitive intelligence to salespeople—on a daily basis! What is a waking dream?
Chris Koch
NOVEMBER 6, 2009
If you haven’t considered creating an awards program for your target customers, you should. Creating the narrative helps project members focus their efforts and will help sell the effort to others inside the business and with customers. What is the customer need? Increase customer satisfaction. Tweet This Post.
Chris Koch
JUNE 5, 2009
Geoff Dodds, Julie Schwartz and I brainstormed the different responses customers can have to a crisis and the steps you can take to address the problems. When a crisis hits, customers make a decision about whether the promise of a brand has been broken and whether the relationship can be repaired. Breaking the promise.
Chris Koch
JANUARY 8, 2010
Companies that made commodity products would tell me with straight faces that even their financial processes were unique—GAAP be damned—and that they needed to customize their software to fit “our ways of doing things.” Every buyer wants to learn at all stages of the buying process. Create a content development process.
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