Reference
Guides
The arguments the instruments are built on, published in full. If you want to know what is being measured and on what grounds before you commission anything, this is where to read it.
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Why distributors stop selling your line
A manufacturer rarely learns that it has been dropped, because in most cases nothing was dropped. Allocation moved, one small reallocation at a time, and no agreement recognizes that as a breach.
Produced the Channel Health Index.
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Building a technical sales force that can actually sell
The most expensive specialist hire I have watched had a master's degree and produced no project revenue in 6 months. His replacement came off third shift at a food plant and built a 2 million dollar pipeline in a year.
Produced the Specialist Health Index.
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Running an advisory board that produces something
A council that falls apart at least tells somebody something is wrong. The one that costs a brand its channel intelligence keeps its calendar for 9 years and changes nothing anybody outside the room could identify.
Produced the Gunslinger.
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Voice of customer for industrial manufacturers
A satisfaction survey sent to whichever contact is listed in the CRM asks you to accept 3 claims at once, and it has tested none of them.
Produced the Voice of Customer.
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Measuring channel loyalty, and what satisfaction scores miss
A recommendation score measures how the relationship feels. Nothing in it reaches whether your line gets pulled off the shelf on a Tuesday morning without anybody asking for it.
Produced the Channel Health Index.
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The score stops working on your best customers
Tested against lift gate records across 38 resorts and 7 seasons, the score predicted about 4 percent of the outcome, and stopped predicting at all once customers had enough experience to judge from episodes rather than reputation.
Produced the Channel Health Index.