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Don’t give your customers reasons to ask for apologies

By Leo Valiquette

This is a story about a dining room set and organically grown frozen meat products, but it could just as easily be a story about a B2B technology product or service.

A couple of months ago, Francis wrote that customer service must be a deliberate strategy. How you approach customer service ought to be a strategic decision that is carefully and deliberately made. Retaining good customers, after all, is far less costly than acquiring new ones.

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You can’t rely on the channel to grow sales in new markets

By Jeff Campbell

I had an interesting call with a long time colleague and friend today. He is a well known and respected leader in his field. His expertise and notoriety has been developed over years of innovating and perfecting processes that are measurable, repeatable and produce consistently high-quality results. This guy is and has to be a great salesperson in order to sell his ideas and grow his business. Currently he is managing a software business, developing and offering software that provides automation and process management in his area of discipline.

He explained that, while his company has marquee customers internationally, the majority of its business is confined to one region. Expansion to new territories is critical, he explained, for strategic reasons; expanding global implementations will mitigate risk of competition coming into the region from elsewhere and increase value for stakeholders.

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Is the ‘last mile’ of sales automation keeping your reps from closing more business?

By Jeff Campbell

A recent CSO Insights survey found that B2B sales people spend an average of 57 per cent of their time on things other than selling.

In my 33 years in the technology business doing sales, managing sales teams and building software businesses it has always felt like something was missing in the way we automated sales and this egregious productivity measurement supports this feeling. Now I can finally articulate what it is that’s missing. It’s the “last mile” of sales automation.

Let me explain.

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Making the business case, face to face

This is the 10th article in a continuing monthly series chronicling the growth path of Screach, a startup based in Newcastle upon Tyne in England’s North East. Screach is an interactive digital media platform that allows users to create real-time, two-way interactive experiences between a smart device (through the Screach app) and any content, on any screen or just within the mobile device itself. We invite your feedback.

By Leo Valiquette and John Hill

They say the world is more connected than it’s ever been. You can push software to a global audience with the tap of a key, and serve customers worldwide from a desk in your living room.

Of course, the trade-off is that it’s loud out there. You’re immediately competing with the world, and you’ve got to be disciplined, dedicated or clever to be heard. So how do you go about building a market in a new country when you haven’t got millions of dollars to throw at it?

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Content is the sun around which all else revolves

By Francis Moran

Over the past several years, the way in which I describe what we do on the PR side of the house has really changed. For most of its 14 years, inmedia Public Relations was a very sharply focused proposition: We did media and analyst relations and not much else. And we did it for B2B technology companies, and nobody else. That last part hasn’t changed much; the only clients who really interest us are those working in knowledge-intensive or technology applications. And our mastery of the unique challenges of addressing enterprise marketplaces or selling into the value chain as opposed to marketing an end product means our value proposition remains focused on B2B.

What we do for our clients, however, has evolved in tune with the shifting landscape we have been presented with. And the evolution has been so natural that we really didn’t notice we had a new service offering until long after we had started to successfully deliver it.

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Recent Comments

  • 5 Ways to Engage With Your Brand Voice - icuc.social : [...] “A strong company voice on social media should emphasize the company’s values, objectives and key differentiators that set it apart from its competitors. These can be expressed in the tone of the communication and the content that is shared with community members and the target audience.The best social media voices are communal, grammatical, dialectical, authentic, original, contextual, relevant, timely, persistent, responsive, helpful, generous and more informal. A company’s social media voice should only be changed if absolutely necessary and should maintain all of these qualities. Any change should be preceded by lots of information explaining the change to community members to ensure they know it is deliberate and that the company isn’t suffering from some form of instability, which jeopardizes relationships.” [@TechAlly, Francis Moran & Associates – via Francis Moran & Associates] [...]

  • Stephen Murray : Interesting article. I am close to finishing a book titled "Davis and Goliath - One Inventor's Struggle with the Mismanagement and Theft of Intellectual Property." Davis in my book is W.R. Davis Engineering. "Goliath" is the Canadian Department of National Defence. The intellectual property is an infrared signature suppression system to protect warships and tactical aircraft from being targetted by heat seeking missiles. I was a public servant co-inventor in this story. As was the case in the biblical story "David and Goliath," Davis did indeed slay Goliath. Davis is wealthy today. The inventors and the Crown got nothing. But the Crown's negligent acts were to blame for most of outcome. Everything that could have gone wrong in the story did go wrong. My book may interest you. Hope to have it published by year end.

  • Dan Rather’s Words of Wisdom for the PR profession | Return On Reputation : [...] that you are serving a higher purpose than just serving your clients – you are serving public interest and our nation’s [...]

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