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Our Customers Are Changing Faster Than We Are!

Partners in Excellence

What we fail to recognize in all these conversations is our customers are quietly changing how they buy faster than we are changing how we sell. And customers have quickly recognized these and adapted, not responding to our clever outreaches, multichannel, multitouch. As a result, sellers are playing a losing game of catch up.

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Do You Genuinely Care About….”

Partners in Excellence

Do you genuinely care about your customers? ” Crickets…… I realize, they don’t understand what the customer is trying to achieve, what it means to them, why it’s important. Or I ask something, innocently, of sellers, “How is your customer measured? Those assembly lines are failing!

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Do We Really Want Our Sales People To Be Value Creators?

Partners in Excellence

In complex B2B buying, it’s popular to talk about being consultative and/or creating value with our customers. We talk about sales people as problem solvers, working with our customers to identify and help solve their problems. We are creating massive sales assembly lines optimizing the order taking process.

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On Layoffs….

Partners in Excellence

Customers have become depersonalized widgets that we move along our selling assembly lines. The people impacted are those that trusted management and do the work management directed. For years, I’ve been writing about the mechanization of selling. Our people have become replaceable widgets as well.

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The Future Of Work Is About More Than Work!

Partners in Excellence

We redesign knowledge work, emulating the principles of the industrial assembly lines of the past. We chop up work, creating assembly lines where knowledge workers focus on perhaps the functional equivalent of tightening a bolt. them passing the work to the next person in the knowledge worker assembly line.

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Buying Is Human……

Partners in Excellence

We don’t take the time to build relationships and trust. We view the process as a transaction, moving the customer from person to person on our sales assembly lines. We automate our engagement processes focusing more on our efficiency, than building confidence with the customer. But none of this is new!

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Who Owns The Customer Relationship?

Partners in Excellence

There are all sorts of phrases like, “people buy from people,” which ascribe the importance of building relationships with our customers. Yet, it seems that too much of how we actually manage the customer engagement life cycle seems to ignore the importance of developing relationships with our customers.