At the 2015 ITSMA annual conference, we considered, "If it is all about the customer experience, why are we still pitching?" We share the key takeaways from our discussion with Janis Fratamico, Director, Relationship Marketing at Bloomberg and David Coates, Director, Customer Programs at Iron Mountain, about relationship-based engagement...and four ways your can help your organization work from a customer point of view.

The Net Promoter Score (NPS) is a customer loyalty measurement that brings great value and a simple measurement for organizing companies around customer centricity. Here are some pros and cons to the metric.

McKinsey's article, “How to Scale your Digital Disruption,” highlights key leadership and organizational changes that help businesses think about digital as more than a sideshow. We share three major themes we hear from c-suite executives about what challenges keep them from making this shift and driving the change fast enough.

During a recent council meeting, both our client, and their customers in attendance, acknowledged that it’s difficult to hear the negative advice, and much credit was given to our client for listening to the more challenging feedback. Both parties appreciated the openness of this type of forum, and agreed that if the candid advice turns into actions and outcomes, it’s a win for all participants.

Personalization requires a focused strategy that extends beyond the acquisition phase of the customer life cycle. Tips on how approach the personalization challenge for B2B businesses.

The brain is not designed to multi-task effectively when you need to focus. If we all stopped multi-tasking in meetings, we believe we could cut meeting time in half.

“How can we better engage the customer? What can we do to enhance the buyer experience?” These are common questions that C-suite leaders struggle with.

I recently wrote an article on how the millennial generation (my generation) devours new technologies and is focused on getting tasks accomplished in a fast, agile way.

Content marketing is a growing area of investment. Building content that connects to prospects and customers can be most powerful by enlisting your customer advocates.

During a recent meeting I attended, we discussed how this evolution of technology, or digitization, affects the workforce — specifically how millennials are driving culture change and the difference in millennials from past generations.

Deeply understanding the needs and requirements of your customers requires an investment. Investment of time to establish strong relationships and trust with your customers; that trust will lead to hearing their honest assessments of your business model, products, services and people.

We live in an era where technology is full-steam ahead and constantly changing. We hear this from our clients throughout our work at Farland Group — that companies are in a game of cat-and-mouse to keep up with one another. Technology is the reason it’s so easy to open my email first thing in the morning and send that quick note to the assistant I’ve been chasing for two weeks.