Year: 2007

As a post script to Friday’s post, if you do royally mess up with your order fulfillment, then perhaps try honesty as a policy, per this email I received from another retailer who had clearly been experiencing problems… Well, what a terrible start for us in 2007. With many of Continue Reading

I swore when I started this blog, that I would never get into the bad customer experience type posts. Well looks like I broke this resolution on Monday anyway, and this sort of re-iterates the points I made then – and even follows the sporting theme! Anyway as the story Continue Reading

I had an email through last weekend from a sports drink company asking me to fill out a questionnaire. They were interested to know why, despite having registered an interest, I hadn’t gone on to order their product. I remember the company well. I was preparing to take part in Continue Reading

Interesting post from Jill Konrath in her Selling to Big Companies blog, highlighting an email follow up by an undisclosed CRM vendor to a white paper down-load. My take on it – aside from it being a remarkably crude attempt at getting a ‘suspect’ to qualify themselves, and while it’s Continue Reading

One thing that struck me, as I waded through a pile of tender responses just before Christmas, is how uncertain some vendors become when you ask them to give guidance on the recommended administrative overhead for running their systems. The significant majority of respondents just ignored the question. A few Continue Reading

I read Brian Carroll’s article on lead nurturing before Christmas which recommends a very structured approach to managing and developing leads until they are sales ready. He suggests companies develop a carefully structured campaign programme for each lead as a means to improve close rates and reduce the length of Continue Reading