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Nick poulos

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Problem Solver, chrysalis marketing

156 points

Diagnostician & Analyst, Coach, Facilitator, and Teacher.
B2B CRM, CEM, and Loyalty master. Segmentation and Customer Insight advocate. Believer in Targeting, Segmentation & Grading, who uses resource allocation and portfolio management approach to guarantee results

WEB: http://chrysalismktgllc.blogspot.com/

Feb. 14, 2012

Nick poulos and 27 other people answered this question

What's the best thing to do with a top-producing salesperson who refuses to follow process?

Marco: hi; are you saying that Wilson's approach to working with internals and with account teams and client teams is wrong?! help me understand, please more

Sales Management

Talent Management

Jan. 18, 2012

Nick poulos is now following Britty Wagner and 9 other people

Jan. 8, 2012

Nick poulos and 21 other people answered this question

Will inside sales continue to replace field sales?

@Stephen, that response is "interesting"!
Several things might be at play; let me suggest you entertain 2:
1. poor, less than idealized, selection of personnel, complemented by less than ideal coaching, training, metrics, and purpose / mission
and
2. poor purpose or definition for the ... more

Inside Sales Tactics

Dec. 30, 2011

Nick poulos and 4 other people answered this question

CRM Paradigm Shift: What technological trends have fundamentally changed the way organizations manage relationships with their customers?

Michael, Kudos. Technology - yes, it has brought us many benefits. While I certainly am not a Luddite, I have concerns that some practitioners and leaders believe "technology" is even more of a "silver bullet" than they believed a decade ago. One difficulty, that I ... more

Information Technology

Cloud Comptuing

Oct. 26, 2011

Nick poulos and 6 other people answered this question at this roundtable

FSI Sales Office Hours: Understanding How Your Customers Make Decisions [10/20 @ 1 pm]

How important is selling to the decision maker?

Great discussion. I like what has been shared, but Al and Stella's comments ring true for me.
Complex selling still requires knowing the buying influences, the user buyers vs the technical buyers and so on. Providing relevance and value to all the influence groups is ... more

Decision Influencers

Decision Makers

Oct. 26, 2011

Nick poulos and 30 other people answered this question

Is CRM really worth the hassle?

George, hi: I think there is good advice here. Keep it simple, whether web-based or a simple package solution (ACT or any of that ilk work just fine). Understand your process; understand the 3,4, or 5 primary reasons customers buy - and do not try ... more

Customer Service

Oct. 19, 2011

Nick poulos and 3 other people answered this question

When it comes to technology, just how important is C-level buy-in?

hi; while I seem to be in the minority these days, I firmly believe that Customer Relationship Management (CRM) & Customer Experience Management (CEM) are the firm's strategy, their strategic decision & direction: a customer portfolio management approach, a resource allocation and customer knowledge management ... more

General Management

Information Technology

Oct. 18, 2011

Nick poulos and 3 other people answered this question

What are the differences between "organizational change management" and "training"?

The ayes have it!
Transformation efforts versus how-to-do-.
Although intimated in each of these replies, it shouldn't hurt to be explicit (I hope).
Change Management should be very deliberate, fully inclusive, highly communicated, repeatedly; based upon strategy, vision, mission and goals; and, behaviorally modeled from the top ... more

General Management

Human Resources

Information Technology

Oct. 17, 2011

Nick poulos and 8 other people answered this question

With the retirement of the 'Baby Boomers', is face to face customer service dying?

hi: I have to agree with both Richard and Guy. The change is still somewhat unsettling and the end-game, so to speak, is still fogged in. It would be tragic if we lost the human; and I can only hope that others will feel the ... more

Customer Service

Face to Face Customer Service

Oct. 5, 2011

Nick poulos and 2 other people answered this question at this roundtable

Simplifying Social Business: The Promise of Social CRM, part 2 [9/28 @ 11 am]

Do people really want a relationship with a business (some do, some do not) - give an example (pls) where a relationship benefits the customer

@Mitch; let me add a couple of thoughts to Kathy's lucid response.
Having been "in the game" for 4 decades now, the nature of "loyalty" seems to change and to morph. Sometime it is ephemeral; at other times it is the be-all and end-all for customers. ... more

Customer Service

Oct. 5, 2011

Nick poulos and 14 other people answered this question

What is the best way to shift a buyer from a price-based decision to a value-based decision?

@amit: I can't agree. In that scenario, even if you are losing $0.15 on every $1.00 in revenue, you would smile all the way to debtors' prison.
As to the larger question, typical consultant's answer: it depends and, beyond that there is no easy way: ... more

Value Based Pricing

Oct. 3, 2011

Nick poulos and 7 other people answered this question

What are the benefits to setting up your own call centres vs offshore?

@pete; I apologize if I repeat, but in my haste to add a thought, I haven't read each entry fully. Also, my comments pertain more to B2B and not-for-profit situations. That said:
It seems impossible not to save money if one chooses to outsource.
If, however, the ... more

Customer Service

Sept. 30, 2011

Nick poulos and 12 other people answered this question

Do 'one-time customers' exist?

Forgive me. I'm not going to deal with the funeral home or the travel agency, but rather want simply to offer what I think is a great definition of a customer:
A customer is someone who buys X-dollars of Y-products over Z-duration.
Then again, I ... more

Customer Service

Customer Experience Management

Customer Satisfaction

Sept. 19, 2011

Nick poulos and 3 other people answered this question

Is a multichannel strategy more important than resolving a customer's issue?

@Gerry n @ Rosanne: amen! Successful resolution would seem to be the first order for any business. more

Customer Service

Social Customer Care

Sept. 13, 2011

Nick poulos and 3 other people answered this question

Is ignoring a Twitter complaint like hanging up the phone on your customers?

@Kelly, I think I agree with you. Ignoring a complaint seems to be par for the course right now. I had the worst of all customer experiences with verizon wireless last week: telling them I would not say anything in a blog or tweet until ... more

Customer Service

Social Customer Care

Sept. 8, 2011

Nick poulos and 1 other person answered this question

What "success metrics" do you recommend for managing the Customer Experience?

jim, hi: glad to add a little bit more to the true tale of how all this got into place. I was fortunate enough to be working with a lot of the talent at or from the B-School even tho my degrees are in Literature, ... more

Customer Service

Customer Experience

Aug. 29, 2011

Nick poulos and 27 other people answered this question

Is arguing on the internet a bad idea?

what a beautiful, mindful adage. well done, Mom!

Following 19 Topics

B2B Marketing Week

Cloud Computing

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Customer Service

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Sales Management

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