What might mastodons have to do with Customer Relationship Management?
In a recent discussion with the leadership team of a small engineering firm I listened as they reported on their progress working with a medium size firm on the second project they had worked on with a third coming down the tube. It struck me that they had progressed to a new phase in their marketing and sales work. They had finally reached the point where they are experiencing repeat business from larger firms. They occupy a fairly narrow niche in the engineering world, but they had found several customers for whom their services are now being called on with regularity.
I asked more questions about how they were thinking about these customers. Continue reading