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It's the beginning of the year, time for sales kickoff meetings and presidents' clubs at some location within 10 degrees of the equator. These signal events will reward those diligent and fortunate enough to have made or exceeded quota while focusing the attention of everyone on this year's mission...

Peter C. Whybrow, M.D., is a neuropsychiatrist and director of the Semel Institute for Neuorscience and Human Behavior at UCLA, or at least he was when he published American Mania: When More Is Not Enough in 2005. In the book he quotes numerous economic thinkers and writers from the last 300 years,...

Mobility, intuitive cloud-based tools, iPads, iPhones, and social media have forever transformed the sales ecosystem. Across all industries and sectors, salespeople are no longer chained to a desk or landline, and managers and executives agree that integrated technology makes selling more efficient....

President Barack Obama named Richard Cordray as head of the Consumer Financial Protection Bureau via a recess appointment on Wednesday. It was a controversial move for the president, prompting Senate Republicans to accuse him of making a power grab and abusing executive authority. Indeed, Republica...

In our careers as consumers, we've all encountered employees from time to time who display a shocking lack of manners, aggressive ignorance of what their company sells, or a toxic attitude that suggests we're seen as an enemy rather than a customer. "How in the world did this person get this job?" w...

Welcome back to the discussion. At the top of my list is the idea of resiliency, which I consider a more practical form of sustainability for business. We are now encountering a wave of sustainability-oriented ideas in the popular culture. Forty miles per gallon is the new 30, someone said, and I ...

Ejected from Oracle's Open World. An impromptu gathering at a nearby restaurant. Fulsome explanations from PR flacks and tweets galore. The relations between Oracle CEO Larry Ellison and Salesforce.com chief Marc Benioff went from wary and grudging mutual admiration, to red hot rhetoric. How red hot...

I am developing an appreciation of the Occupy Wall Street movement that surprises me. You know the news about it and how over the weekend the movement went global. You probably also know that the authorities are not dealing with it effectively. They've been content to watch and wait, hoping that ...

For many companies, the role of the PMO seems like an enigma. Sure, everyone knows that PMOs exist to streamline project operations so time and money aren't wasted, but what do they actually do? Failure to answer this question has led many companies to question the value of the PMO in the years afte...

"It takes two to tango." Ronald Reagan said this of the contentious relationship between the United States and the Soviet Union in the final stages of the Cold War. Unfortunately, this also applies to executives and project management offices. At times, it seems they are destined to face off against...

During the past few years, customer service organizations have faced increasing amounts of pressure to deliver better service over a broader range of channels including the Web, email and phone. Customers expect to get service at any time of the day or night and assume that customer service teams wi...

Computer software requires an enormous amount of support. That fact has enriched companies such as Oracle and SAP, which levy annual support fees of about 20 percent of the sale prices of their applications. That's one of the things that just sticks in the craw of Clint Oram, chief technology office...

Whenever I talk about CRM to people who aren't CRM experts, I find the discussion devolving into an examination of the real common denominator in all of this: the human aspects of doing business. The "R" of relationships resonates far more strongly with people than the "M" in management, and for goo...

By now, most people understand the power and the value of adding a social component to your CRM strategy. Perhaps you're not yet ready to go to full social CRM, but you no doubt recognize that there is a lot of value in engaging with customers in the ways they want to engage. As social media become ...

There was an interesting article in the January 2012 edition of Vanity Fair, a magazine I've come to enjoy though for many years regarded as another of those things my wife would like more than I would. But VF carries an interesting blend of current events and politics, as well as the glossy pictur...