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Product Management Library of Knowledge


Everybody Sells

The sooner the entire company gets that it is everyone's responsibility to promote and evangelize your product, the sooner you will be on a clear path to success and profitability.
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Develop Shock and Awe through Service Recovery

Develop Shock and Awe through Service Recovery
Don't blow your biggest chance to quickly create customer loyalty!
by Jim Alexander, Alexander Consulting, LLP

One of the most powerful relationship-building tools available to services organizations comes from a situation most of us dread — screw ups — the installation that never worked or the problem fix that never stuck. These very things that result in a hassle for you and a headache for the customer are marvelous opportunities to turn lemons into lemonade.

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