In 18 years of commercial experience both as a consulting leader and sales executive, the typical response to “how did it go?” is “We had a good meeting.”  Early in my career, I thought this was good news: we gave a great presentation or demo, everyone was engaged, they asked ...

Talent Development & Customer Intimacy As I stated in my last post, talent is always important and is one of the key drivers of building and sustaining customer intimacy. Your people will constantly be generating new Ideas, then taking those Ideas to your customers and delivering on the promises made. In addition, ...

Many of our historically product-focused clients are shifting their organizational and operational focus to address buyers’ needs in their key markets. Talent is always important but is particularly critical as businesses move to these customer intimacy-based models that require a deep understanding of the market needs. A transformation to an intimacy-based ...

    Products and Services Inevitably Commoditize. Companies Don’t Have To. Dean McMann and Mark Slotnik share how to manage account issues to build the relationship with the customer and enhance the overall customer experience.

  B2B companies often struggle to deliver outstanding customer experience (CX). In a B2B environment, customer interactions are typically complex: fragmented across participants with dispersed decision-making and no unified visibility of the customer’s needs. Fostering intimacy and driving customer satisfaction requires companies to focus on the customer’s end-to-end journey. Elevating the ...

Many corporations have added Professional Services (PS) to their businesses to drive greater customer intimacy and differentiation.  But, how do ensure you’re maximizing the benefits? If you’re looking to unlock greater opportunity provided by your PS business, consider the following questions: What is the role of PS in your overall strategy: ...

This blog is part of a series on Service Chains.  To read the first blog in the series, click here . The Manage Phase is the last phase of a Service Chain in which the client agrees to and pays for an on-going pre-determined role for you that is integral to full ...

Products and Services Inevitably Commoditize. Companies Don’t Have To. Dean McMann, Founding Partner of McMann & Ransford, discusses the importance of Customer Intimacy.