Why AI Resolves 80% of Customer Issues Elsewhere—But Didn’t Work for You
I’ve learned the most about AI in the place I least expected: customer support. Here’s ...
Do you go all in for discounts or great customer experiences?
I’m sure this is a topic that divides marketing and salespeople everywhere. It’s clear ...
CRM is dead. Now what?
A few days ago, I started looking for an electric mountain bike — something to keep me ...
Hearing "NO" Isn't the Problem—A Bad RFP Is
"NO" is the second-best answer a salesperson can get. What’s truly frustrating is being ...
Three cultural changes that can change your company (or your life)
Last year was a breakthrough year for me in many ways. After years of working at ...
Customer relationship management, chatbots, and sex
Sex is in the title pretty much just because it’ll entice more people to devote six ...
Why are you personalizing everything except the stuff that actually makes money?
These days, marketing has one mantra: personalization. Personalized content. Personalized ...