Michelle Jahn

The National Football League (NFL) yields billions in revenue. With the NFL draft on the horizon, General Managers are in the spotlight. They’re gearing up for the draft selection process, making strategic plans for the upcoming season while executing contracts during free agency and considering salary cap limitations. This degree of leadership and strategic planning …

The NFL Draft: As exciting as watching grass grow or planning a great Fall harvest? Read more

Raise your hand if you know where you fit within your company’s customer lifecycle. Can you visualize your business and customer lifecycle models? Do you have a visual representation of your customer lifecycle? If so, can your employees draw a picture of the customer lifecycle and pinpoint the details of their role within each phase …

Where do you fit in the customer lifecycle? Read more

Business process improvement (BPI) can significantly enhance customer satisfaction, positively impact profits, upgrade communication across business unit verticals, and reduce rework by improving operational efficiencies. Investigate internal processes Is your business experiencing a decline in contract renewals? Are you learning about delays and missed customer deadlines? Is your customer satisfaction survey indicating lower satisfaction rates? …

Operational processes need polishing? Read more

Professional sports teams are big business. In the National Football League (NFL), the average salary for a head coach is $6,692,000, and quarterback coaches average $200K. A Major League Baseball (MLB) pitching coach makes between $200K-$360K a year. In both leagues, professional players bring significant experience and receive remarkably high salaries, yet they practice hard …

Team coaching yields high-performance results Read more

Maintaining a well-balanced customer portfolio that supports a recalibrated business plan can be challenging. Last month’s blog, Is it time to recalibrate your business plan?, addressed the importance of recalibrating the business plan and sharing its details throughout the organization. When customer lifecycle management focuses on integrating the company’s business plan with an ideal customer …

The importance of a well-balanced customer portfolio Read more

When we talk about the details of the customer lifecycle, it is essential to consider the entire business lifecycle. The customer lifecycle begins with the company business plan, the foundation for establishing business goals, timelines, and short- and longer-term strategies. You have a business plan, of course. But when was the last time the executive …

Is it time to recalibrate your business plan? Read more

Protecting significant corporate assets. Who owns the customer relationship? I often ask this question as I meet with business executives to assess the underlying causes of their business challenges. This is a question that many of them struggle to answer. Frequently I discover a lack of consensus among members of executive leadership teams as to …

Who owns the customer relationship? Read more

The Handshake. Establishing the foundation and accountability for the business relationship. We can all agree that the foundation of a building is critical to the quality and longevity of its structure. The same comparison is true for business relationships. New sales opportunities must be aligned with the company’s business plan to avoid disruption in the …

Customer lifecycle management Read more