Getting a customer is not the end goal it’s the middle

In a recent speech by Josh Bernoff of Forrester Research at the ITSMA Marketing Leadership forum it occurred to me that customer acquisition is no longer an “end state” for marketers its somewhere in the middle. Let me explain … Many marketers focus their efforts on the customer acquisition angle which has the benefit of [...] [...]

June 30th, 2010 | Category: Customer, Customer Experience, Customer Support, Lead Generation, Support | 10 comments

OFF TOPIC: Follow Team Terrapin on our race from Newport to Bermuda

By now I am sure you have heard of the movie Bucket List. In real life we all have one and some bucket lists may be longer than others. On my list (for those of you who know me well) are many opportunities and ideas enabled by my love for sailing. So naturally sailing in [...] [...]

June 17th, 2010 | Category: Sailing | One comment

Do you need to be an Extrovert to be in Social Media Marketing?

Great question which I found myself asking last night after I reviewed my recent Myers Briggs score. I found it interesting that my score came in as ENTJ. For those of you who aren’t aware of the Myers Briggs test it asks you a bunch of questions from multiple angles to rate you on 4 [...] [...]

June 15th, 2010 | Category: Blogging, Communities, Crowdsourcing, Enterprise 2.0, Facebook, Location Based Services, Podcasting, Social Media, Social Networking, Twitter, Wiki | 17 comments

B2B Marketers Fate Rests in the Hands of a Few

At the recent ITSMA Marketing Leadership forum I was stunned by a presentation given by Sean Geehan CEO of the Geehan Group author of the upcoming book the B2B Executive Playbook. The big eye opener for me was – B2B marketers are always tasked with getting net new customers when in reality their existing customer [...] [...]

June 9th, 2010 | Category: Advertising, Branding, Communications, Communities, Customer, Lead Generation, Loyalty, Marketing, Strategy | 5 comments