The Value of Long Engagements

In 2000, when companies across the globe were scrambling to decode and implement the enigmatic new business strategy "Customer Relationship Management" (CRM), I had already spent a decade reengineering businesses to integrate this breakthrough structure into their DNA. Buzzwords come and go, but when one of them promises to build shareholder value by driving customer acquisition, retention and profitability to unprecedented levels across the enterprise, business leaders latch on. And they did.

In a piece I wrote that March for Customer Interface Magazine entitled The Value of Long Engagements, on what would later become Customer Experience Management, I took a back-to-basics approach and refocused the buzz on the customer as partner. From partnership springs loyalty, retention, rising lifetime value and, consequently, shareholder value. Start driving cross-functional process changes to align business processes around the customer and you'll be headed in the right direction. Easier said than done, or I wouldn't have seen the need to write my book Upgrading the Customer Matrix a decade later in 2010.

Today, with more than twenty years of experience as Chief Customer Officer and Marketing Operations Turnaround Leader under my belt, I am helping companies supercharge profitable growth as a management advisor, board director and private investor. The low-hanging fruit is long gone. What's left are the hard problems to solve caused by shaky foundations, rapid growth and antiquated business processes.

For turnaround leaders like me, this is the really fun stuff.


RT @WSJ: Breaking: The Dow Jones Industrial Average topped 30000 for the first time Tuesday, the latest milestone in a postelection rally after the index fell below 19000 in the early days of the pandemic https://t.co/k1OhSqul5q


Breaking: The Dow Jones Industrial Average topped 30000 for the first time Tuesday, the latest milestone in a postelection rally after the index fell below 19000 in the early days of the pandemic https://t.co/k1OhSqul5q
— The Wall Street Journal (@WSJ) November 24, 2020

from Will Bermender on Twitter

November 24, 2020 at 10:36AM

RT @PitchBookNews: For years, investors have faced pressure to diversify their portfolio companies and investment teams. We hosted a panel last week with industry leaders to discuss the role investors and LPs play in addressing diversity and equality: htt


For years, investors have faced pressure to diversify their portfolio companies and investment teams.

We hosted a panel last week with industry leaders to discuss the role investors and LPs play in addressing diversity and equality: https://t.co/FHGyLcNfCZ pic.twitter.com/Y6eys1nTQH
— PitchBook News (@PitchBookNews) November 16, 2020

from Will Bermender on Twitter

November 18, 2020 at 06:54AM