The 2 Most Important Business Decisions You’ll Ever Make Way back when, long ago, John and I were new executives at a large, well-known and highly respected contract services management firm. We happened to be in the offices one day, when a team of operators, who...
Client Satisfaction vs. Client Retention As we prepare to engage in the battle for client retention, client satisfaction is a really big bullet. I’d sure want to have it in my arsenal as we take on the challenge of retaining clients. The problem is, that client...
Selling vs. Account Management – They’re Very Different We’re always amazed at the number of companies – big successful companies – that train their client facing people in persuasive selling skills. It’s as if they believe that the essence of effective account management is the ability...
In early 1995, John and I gave a keynote address to a Partner’s Conference at PriceWaterhouse Coopers. The PWC Vice Chairmen, who had sort of accidentally happened upon our first book (“What Your Clients Won’t Tell You and Your Managers Don’t Know”) had arranged for...
We think it’s usually a good thing when people say, “Interesting, I like the name of your company.” We get that a lot, actually. Answering the follow up question is instructive too, “So, why’d you name it that?” First of all, not unlike the musings of the...
Once upon a time (1984 to be exact) I was a relatively new VP of Marketing for a large Division of one of the country’s best-known service management organizations, headquartered in a major northeastern city (known for cheesesteaks). My fellow Atlantan and good friend Steve...
Hello World It seems like a lot of water has passed under the bridge since a 21-year-old Tiger Woods used these words to announce the start of his professional golf career 14 years ago. Indeed, Tenacity® was already 13 years old when Tiger announced – we’re...