As I stated in my last posting, Contact Centers are your face to the customer.  I discussed the important functions required of a contact center in meeting customer needs and the requirements that must be present for it to be best-in-class. From an enterprise point of view, Contact Centers are measured by performance metrics regarding [...]

  The most common response I hear when I ask a sales person how he or she did for the quarter or the year; is something about their quota. i.e., “I made quota” or “I’m at 70% of quota, but with two big deals hanging fire.”  While quota should always be part of a performance [...]

One of the key marketing functions (for B2C or B2B) is to know your customer! One tool to help you in the process is market segmentation (A market segment is a group of people or organizations sharing one or more characteristics that cause them to have similar product and/or service, from Wikipedia). The following is [...]

Using the bonuses being paid-out on Wall St. as an example, a posting that discusses how twitter and Facebook comments impact a firm’s reputation.

For those who are creating a web site and want to gather data on how your                  Trivia Corner : Where did the expression”Things are tied up in red tape” come from? Last week’s answer: Jazz musicians during the 20s & 30s called getting a gig in a town or city an apple. If you got a gig in [...]

Trivia Corner  For you New York fans: Where did the term “The Big Apple” come from?Answer- Next time      Last week I was in my local bookstore and I saw a book whose title stated “50 mandatory marketing metrics.”  My reaction was WOW, 50!  So I went home and after only five minutes of surfing [...]