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From Loyalty Programs to Leadership: What 20 Years in CRM Taught Me About Organizational Growth
Loyalty programs taught many of us how to turn casual buyers into raving fans. My 20 years in CRM and loyalty for brands like Marriott, Amazon, and American Express—and leading a $3B customer platform—taught me something bigger: The same system that keeps customers coming back also keeps your best people from leaving. When growth stalls, most CEOs reach for the usual levers: more demand gen, more recruiting, more channels.
Product > Market Alignment: The True Sign of a Startup Unicorn?
Tue, Mar 29, 2016 — For those of us knee-deep in the startup world, we’re inundated by Unicorn noise – first their rise and more recently their fall (or, at least their right-sizing). Any number of factors have played into this trajectory: from FOMO venture capital activity that drove unsustainable valuations, to startup growth hacking techniques that indicate initial hyper-scaling, but often run out of steam - exposing the startup’s gap between product and promise.
Marketing…the big “M” and the little “m”
Mon, Feb 22, 2016 — When it comes to understanding the function of Marketing, there are often common words that enter the equation like “website”, “brochures”, or “sales collateral”. While these are tools that typically originate from the Marketing department, they only scratch the surface of what Marketing encompasses in total. A wise person once characterized the poorly understood function in the terms of “there is a big 'M' in Marketing and a little 'm'”. Wow, that is profound. So, what do we mean when we say the big “M” of Marketing?
Growth Opportunity: The Demand Chain
Mon, Mar 19, 2012 — Efficiency Only Goes So Far The last ten years of American business have been focused on integrating and perfecting operational efficiencies through the perfection and active management of the Supply Chain. For the last couple of years of economic turmoil, many companies have almost exclusively focused on supply chain efficiencies as a strategy for survival. Now the challenge is taking the expertise and company culture focused on linear thinking and introspection of the supply chain and start growing again.