The danger of blogging is that the bloggers feel that they must have the answers. My opinion is that we just need to touch those that do, and provide a resource to experts in the field.
When it comes to putting the customer first, it is absolutely critical that the process is measured thoroughly so that we know what works and what satisfies the customer. Following are several links to sites and their authors that know this topic thoroughly.
Michael Webb of Sales Performance Consulting does a fantastic job of laying out the basics of sales and marketing metrics.
His book Sales and Marketing the Six Sigma Way is on my pile of books to read. The site supporting this book is Six Sigma Selling and worth a visit before reading the book. Download the first chapter for free, but the site is worth a visit just for the information it carries.
The Knowledge@Wharton site has a podcast interview with the author of Marketing Metrics: 50+ Metrics Every Executive Should Master. Click here to listen to the podcast, it only takes 10 minutes...registration to the site is free and worth a look around.
And don't forget...go out and do something that shows you care.
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