Being Proactive Most companies simply must be reactive to survive. After all, if you’re not listening, reacting and responding to what your clients are telling you – or how they are behaving – you might not be around long. There are actionable ways to be systematically...
A Reactive Company I wonder if you think people tend to get more or less dogmatic as they get older. I think there is a positive side to dogmatism – “relative truth” in spiritual, moral and political realms can be corrosive and dangerous. On the other...
Hugo Keim MD – A Tenacity Award The Clients for Life® client retention process is an immensely powerful tool. Emanating from years of observing and codifying best practices in account management, we have demonstrated over and over how effective it can be in helping our clients...
Back to School The Tenacity Center for Account Management and Client Retention at The Michael J. Coles College of Business at Kennesaw State University (try fitting that on a business card) is open for business. By the way, John and I have completed a new video...
Announcing “The Tenacity Center for Account Management and Client Retention” at The Coles College of Business, Kennesaw State University (Part 2) As mentioned last week in Part 1, we are proud to announce the establishment of the “Tenacity Center for Account Management and Client Retention” at...
Changing Times – Big News Announcing “The Tenacity® Center for Account Management and Client Retention” at The Coles College of Business, Kennesaw State University Tens of thousands – but after all, what’s in a number? Well, that’s our estimate of the number of managers and executives around...
Outsourcing’s Value One of the ‘rich’ domestic discussions my wife and I have, from time to time, involves the saying we’ve all heard: “Perception is reality.” She forcefully responds, just about every single time she hears this – usually insisting, “No, reality is reality!” Of course...
Thawing The Big Chill The Polar Vortex has the attention of all of us. We’re seeing record low temperatures, broken pipes, robust natural gas futures and arctic icebreakers frozen in place. The climate is definitely changing, but we’re beginning to wonder in which direction! If you recall...
Can You Make Too Much Money? Talk about a loaded question! How much is too much? How would we know? How will our client know? Let’s revisit Revelation X™ again. Last week we talked about the red line (the “Problem” line) and its role in closing the...
“What Will You Do?” For those of you not quite old enough to remember the late great Karl Malden commercials for American Express, here’s a rerun: http://www.youtube.com/watch?v=JTtdVoF5I2Y “What’ll ya do? What WILL you do?” Great stuff! I think back to those commercials when I consider the dilemma of Revelation...