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Making A Difference – Thoughts, Observations and Opinions
This is Dave Brock’s Blog.
It offers my views on a variety of business, sales, marketing, and leadership topic. My goal is to make a difference for you, the reader, in both your professional and personal lives.
Latest Posts
The Customer Is A Real Person, Not An Abstraction!
Recently, I wrote, “Solve The Damn Problem!” It’s generated a lot of interesting comments and discussion, but as he usually does, Mike Webster, challenged me with an intriguing question. He asked why companies get so easily distracted from solving the customer problem? I responded with some ideas, but I start thinking about it more–and not just in the context of solving customer problems. Too often, I think organizational inability to be customer centric or customer focused is because for too many in our organizations, the customer is an abstraction. When we talk about customers, we tend to talk about markets, market data. […]
Why Are They Buying?
I’ve completed a few days of doing deal reviews with some really terrific sales teams. The teams had done outstanding jobs. They had great deals, they’d done pretty well in positioning themselves with the customers and were looking to win. They are much like the 1000’s of reviews I’ve been a part of. We’re talking about the situation, what’s going on with the customer, the competition, what we need to do next. Time after time, we’re talking about what the customer is buying, what we’re selling, and what we need to do to win. Inevitably, we get to talking about […]
What Are You Helping Your Customers Discover?
As he consistently does, Seth Godin has captured the crux of Insight based selling in a very simple post. It’s really the issue of Search Versus Discovery. This post is mandatory for any sales or marketing professional. So much of what we have done in the past has been to support and simplify our customers’ abilities to Search–or Research. That is to find the answers to questions they have. The questions may be very complex, finding the answers may not be simple, understanding the answers may not be easy, applying them in a manner that produces the desired result may, also, be difficult. […]
Imagining Customer Conversations In 140…..
It seems attention spans and communications are contracting and getting abbreviated. Politicians address the deepest most important issues facing all of us with nothing more than sound bites. Try to go deeper, and you discover there’s nothing underlying the sound bites. Likewise much of our communication is getting abbreviated to the point of losing all meaning and driving misunderstanding. We communicate complex issues in bullet points, texts, tweets. We may attach a link that does a deep dive into an issue, but we know no one clicks on it and actually reads it. Not long ago, I read a white […]
Just Solve The Damn Problem!
I was oddly amused and somewhat saddened observing a situation from the sidelines recently. I wish it were an isolated situation, but it’s far too familiar — I think you’ll recognize it. A customer has a problem. It’s not one of those hairy big problems that we darken the sky with airplanes, sending experts, corporate execs, possibly lawyers to solve. It’s just an every day problem, thousands and millions of them occur every business day. But it’s a problem and it’s important to the customer. This problem has an added dimension, it has to be solved by a certain time, […]
“How Much Follow Up Is Too Much?”
I just got a great question, “How much follow up is too much?” The sales person was concerned about annoying the customer with too much follow up—even though the customer had requested the follow up. All of us face this challenge, we’re anxious to move forward, we want to know what’s happening, what the customer thinks, and where they are in their buying process. We’re anxious to know what’s happening and to close the deal, but we don’t want to annoy the customer. The right answer to this question is, “It depends,” but I think much of our concern about follow up is because […]