Customers through Economic cycles"
greatest customer opportunities and risks are determined by how
well customers are managed through economic cycles.
Despite the fact that sixty-five percent of a business’s
existence is managing customers in hyper-competitive economic
transitions, it is predominated by reactionary approaches and
guesswork. Whether it is how consumers change their buying
behaviors or how businesses change their spending behavior
through economic cycles and transitions, they both are
predictable and addressable. This book focuses on the unique
business knowledge, skills, and underlying disciplines to enable
any business to optimally address these distinct customer
opportunities, challenges, and risks created as customers
transition through economic cycles.
"Do or Die Relevancy - the Social
"Network" Imperative" - For the first time in history,
have surpassed corporations in their sophistication with
leveraging information and technology. Organizations must cast
away the emotional anchors of pursuing and managing customers to
an edict of acute listening, transparent
collaboration / participation and generous value. 60% of the
failures in trying to enter this new world can be traced to
applying the old rules of traditional sales and marketing.
40% of the failures can be attributed to under investing in the
social marketing support. This is the new business imperative:
do or die.
“Customers are People - the Human Touch” is being heralded
as a “powerful”
“compelling” work ushering in the new era of customer
interaction. McKean reveals how the world’s leading “Human Touch”
firms implement the intuitive art of their most successful sales,
marketing, and service individuals as a consistent science across
business functions...... a science based on our research findings
that “70% of the customer’s decision to buy is based on how they
are treated as people...”
“Information Masters -Secrets of the
Customer Race” is "utterly riveting and very
revealing why only 5% of the world’s firms are achieving the full
potential of their Customer Relationship Management initiatives.
Information Masters was also awarded the exclusive honor of Wiley
Publishing’s “BEST ON THE MARKET” book list along with Wiley’s
other high profile list of authors including Peter Drucker, Jack
Welch, and Warren Buffett.
Mr. McKean’s experience spans twenty years of operational success
in Sales, Marketing, and Service enabled by powerful information
capabilities in both the private and public sectors. (See
for specific companies)
Mr. McKean academic rigors include teaching, studying, and
research at some of the world’s top universities. These include: MIT’s Sloan
Graduate School of Management - guest lecturer for the application
of advanced technologies, Harvard University - Postgraduate
International Monetary Economics and Finance with research in
international technology transfer, Georgetown University -
postgraduate work in international trade, University of New
Hampshire - Masters Degree in Business and Marketing, Hartwick
College - Undergraduate studies in Economics and Political Science.