We started 4 weeks ago focusing hard on the concept of data based relationships. Look at this with the same priority as keeping good financial records. At first the customer data will look scattered and not produce any insights other than establishing a history. Then it will change, soundenly you will move random bytes of information to patterns and finally trends.

You can't get there if you don't start with systematic data collection - a CRM system. Use this data to first improve the sales and delivery relationship, then take it to the next level - helping them.

Topics: Promise Gap Recover Gap Personnel Gap Results Expectations User-Friendly Expectations Doing Business with You Expectations