Friday, December 23, 2011

Thinking is not a highbrow sport. Change Managers know all about thinking

Thinking is not a highbrow sport; not an activity for the intellectuals or the intelligentsia to practice and thus to lord over others, demonstrating some supposed sense of superiority. That is neither what thinking intends nor what I propose nor who I am. Thinking is, however, a vital part of being alive, a privilege that, for some reason, a seemingly, ever-increasing group of fellow-citizens have abdicated: to the Tube, or to “the crowd” or to anyone else except themselves. Again: or, so it seems. Thinking, rather, is a gift, is our Divine right as human beings: “cogito ergo sum”. We all, each of us, has learned that such is the essence of being human. We do not think well any longer. Is it that we have grown so unconscious of what we do daily? Do we not simply plug in and surrender to some force other than ourselves and find superiority in that commonality of approach to life and its issues?

Thinking is not a highbrow sport. Not an activity restricted to lawyers and doctors and politicos or to . Yet as a nation, we, without a second thought, without the uproar the decision deserves, have done nothing to overturn the worst decision our nation’s Supreme Court has ever made: unrestricted control of the airwaves and media channels to the monied. And so people have become lemmings, led by a talking-head who is already brainwashed of the truth. These talking heads and pundits no longer think themselves. They spout that which is approved and is PAID FOR; nor the truth that has been concealed, hidden, unquestioned, forgotten, displaced.

Thinking is not a highbrow sport. I am not talking from an ivory tower. I am talking from the trenches of 2011. While admittedly, I come from a Patrician background, I am not a Plute in thought or reality: unless They now be among the poorest and those beleaguered by life (and, we know that the Plutes are THAT oligarchy – that tiny ! group of the richest ½ of 1% at most, who want to tell all of us that because they are rich that they know best and that they are right). Yes, I am a Republican by birth. I was not, however, brought up to believe the lies that the Tea Party is foisting upon the unwitting: my contention is that “the unwitting have become all of us.” Stop drinking “the Kool Aid”. Please! That is all I ask. We need to think; and, thinking is not applying group common sense. We no longer ask authentic questions; we no longer seek the complete truth; we accept the good enough instead of the best; we accept lies from Tea Party “pledge”-takers and certain Republicans who care only for themselves and the very wealthy who now own America.

Do you remember reading Plato’s Republic and the Allegory of the Cave? Thinking, the role of teaching, the challenge of taking on a responsible role in the world is the touchstone for life that is presented to us during our encounter with the text of the Allegory of the Cave. We all know that text. Many of us have re-read Plato. As readers of the text of during this present-now, this-today, the challenge, now, is how do we become unfettered; and, how do we go back up into the world, aware that most has been hidden; aware, and struggling to change the fact, that we are 3 removes from the truth. More importantly, how can we demonstrate convincingly and straightforwardly, and with simplicity that we have and continue to be misled, lied to by these Plutes? The Allegory of the Cave is much about what lies concealed, what has been hidden, what is several removes from the truth. My “allegation” or charge against myself and you is that all too often we kick pebbles. Try this test for yourselves: Pick up one of those pebbles. Hold that rock in your hands in a dark room. Then, take your narrow beam flashlight and direct its beam towards that rock. How much is revealed? 7%? 1% ? Certainly not much more. The challenge that we face, then, is to learn how to shine the light upon the 99% (or 93%) that remains concealed by when that partial particularity of a mere 1% is revealed; it is to learn how to discover the greater proportion, and then all of, that 99%. From that point on our responsibility under a new civil and social contract would be to share it responsibly, authentically with one another.

Thinking is not a highbrow sport. I am no intellectual; just a guy who believes that we have become deceived and led far astray by the oligarchy - the few. Their message has become only and exclusively a message that says “no”; it is a message of fear, exclusiveness, deception, lies, and betrayal. Thinking is not a highbrow sport, but it does require one to unplug from Tubeville, from the talking heads, from the summarizations that only provide a distortion of truth, from the cave; and to emerge into the light so as to ask questions and to listen authentically. It does demand a great deal of constructive questioning, informed paranoia, and a willingness to uncover what has been concealed and hidden away from us. That is what I would offer, if I could, to those who want again to find a path to a sustainable future. Instead of kicking pebbles; pick them up: shine a light upon the 99% that the Plutes want to hide. Make thinking truly a participative sport at last.

Thursday, December 15, 2011

Common Sense is not what is needed, Mr. President.

Common Sense isn’t what’s needed, Mr. President

If you listened to Mr. Obama’s interview on 60 Minutes, did you hear the phrase? Yes, that phrase. Personally, I listened until I heard the phrase “common sense”, after which I turned the Tube off. What calls for thinking in this present-Time, Mr. President, is not common sense. At one time, I had a Chinese employee who loved to repeat “common sense isn’t so common is it?” when client discussions became mired in details that clouded the bigger picture. Clients loved it; it simplified life for them. That is not what we need from our leaders, our friends, family members, or ourselves! Mr. President, I want to share this little paragraph with you, because I was disappointed when you called for “common sense” in a time that calls for thinking.

“That sound common sense which is so often ‘cited’ in such attempts” ascertain facts, by appealing to particulars> “is not as sound and natural as it pretends. It is above all not as absolute as it acts, but rather the shallow product of that manner of forming ideas which is the final fruit of the Enlightenment in the eighteenth century (emphasis mine). Sound common sense is always trimmed to fit a certain conception of what is and ought to be and may be. The power of this curious understanding extends into our own age; but it is no longer adequate.
The organizations of social life, rearmament in moral matters, the grease paint of the culture enterprise – none of them any longer reach what is. With all the good intentions and all the ceaseless effort, these attempts are no more than makeshift patchwork, expedients for the moment. And why? Because the ideas of aims, purposes, and means, of effects and causes, from which all those attempts arise – because these ideas are from the start incapable of holding themselves open to what is.”


Instead of common sense, Mr. President, we need to think and to think differently from those ways we have allowed ourselves, or been allowed, to think. Certainly - if we are honest with ourselves - each of us already has some sense that we no longer truly engage with life and think. Television, cable news, the internet, Facebook, Twitter, radio pundits pushing a message supportive of one platform or another: each of these “channels” through which we are bombarded daily, deliver messaging that merely distract us from, allowing us to avoid, thinking. There are, in all likelihood for most of you, actual human beings sitting next to or across from you right now from you; and yet, in many instances, you are not connected, you have not come together, no thought is taking place.

Several avenues of help are available. Psychiatry, Religion, gatherings, engaging with thought, engaging and building with Others: these all seem to be better for us and for our times than staying plugged in and not thinking. In other words, there are multiple “Tubal-detox programs” available to any one willing to unplug, to engage, to recognize, as well as to accept the fact of their own Being-in-the-world and the Being of others. Such engagement brings with it awesome responsibilities, responsibilities which if accepted can negate both “common sense” and the failure to think so prevalent at present. It is hoped that we thus could find a path along which we could co-create a sustainable future, inclusive in nature, characterized by it ability to allow all to flourish. We need to repair and to re-weave the world and local tapestries. Common sense will never achieve either of those two goals.

Was heist Denken? was written by Heidegger nearly 50 years ago; and yet, its message is more relevant to our present-Now than any earlier time. Thinking is not “common sense”! At our most Sacred time of the Year, what greater gift could we give our friends, families, partners, lovers, employees and employers than to engage as humans, as thinking humans? Thinking requires that we unconceal that which has been hidden; it requires, in Heideggerian-speak that we come together to gather; that we no longer accept the concealed as truth.

Let me leave you, Mr. President, with Heidegger’s conclusion to this portion of his lecture. It applies in today’s Flat World more than in 1954.

“There is the danger that the thought of man today will fall short of the decisions that are coming, decisions of whose specific historical shape we can know nothing – that the man of today will look for these decisions where they can never be made.”

Mr. President, you have demonstrated that you understand and have internalized Michael Porter’s admonition: “strategy is choice”. We need you to choose to lead us out from tubal-land’s morass of conflicting utterances of concealment. Currently it seems as though the Sybil of Cumae is allowing leaves to blow, leaves that portend disaster, leaves inspiring fear. Mr. President, make the concealment stop. We need you to eschew common sense and to set the standard for thinking in America. Help us see that “common sense” is not the way.

Monday, November 28, 2011

Thanksgiving reflections: Principled negotiations with no absolutisms

Principled negotiations with no absolutisms

Was Heisst Denken? Thinking.

At Thanksgiving we all are wont to pause and give thanks. Turkey and Packers have, for decades, brought laughter, excitement, and joy along with calories galore to Wisconsin tables. This year, let us tie that thanks to a new thoughtfulness, a thoughtfulness that then extends outward into all that we do and are, both for this present Holiday season and into our everyday lives. What calls for thinking? What is thinking? About what are we to think? And, why might it be more essential to our future than ever in our lifetimes?

Heidegger, in addition to challenging us with this intensely profound question, is justly famous for two oft-quoted statements: “Language is the house of Being” and “Language creates world.” He often uses philology and etymology to search for ways by which to ascertain the meaning behind the meaning, that which is concealed. In honor of our Thanksgiving Day celebrations, let me offer a glimpse at his thinking about “thanks”.

“The Old English, thencan, to think, and thancian, to thank, are closely related; the Old English noun for thought is thanc or thonc – a thought, a grateful thought, and the expression of such a thought; today it survives in the plural thanks.”

Did you pause and take notice of the final words? There is truly a deep-seated connection in our native language, a connection that links thought-thanks-thinking-memory together. “Language creates world.” Can we find the time to hear what the assertion reveals? Does that simple statement mean something to us; or, are we so distracted by our always on, 24/7 whirlwind of activities, and thus prevented from reading deeply? Do we see these words in much the same way we internalize an internal memo via email? Thanksgiving Day. A day of re-remembering; a day when we can gather, and in that gathering recognize that we do have a commonality, an obligation to listen authentically to one another, an obligation to come together and create world, an obligation which must be honored in this present now, if we wish to co-create a sustainable future, inclusive of all, demanding that all might flourish.

Heidegger is asking us to re-remember the power of thought, the power of language. It is not a new, or novel, concept. Take the Gospel of John. The Gospels, in our age of inclusion and cultural diversity, remain one cultural touchstone that many of us still share. Grab your Bible; open to the Gospel according to John. Read the opening verses about creation. Holding in our thoughts the fact that when John wrote, the opening of John is a Gnostic hymn: Language is in the presence of Being [God], and Language is Being: world was made through the power of thought and naming. Heidegger’s assertions about language and its power are based upon John, our cultural “locus classicus” pertaining to the creation of world.

So too each of us can create world, construct that House of Being in which we most want to exist, through Language. We live in a passionate, divisive time. We need passions now, perhaps more than ever. Our nation is in decline; politically and culturally we seem paralyzed by our partisan divide and our several fears.
It is time to set aside our fears. It is time to participate in this new social revolution, embracing the change it portends, shaping the change through our language and openness.
Our governors, city officials, and national politicians have failed in there tasks. Now it is our turn to solve the problems of our present-, and future-, nows. Ken Chenault from AmEx offered this advice: we need principled negotiations with out any absolutism. So as you sit down to dinner this week with family and friends, please take time to give thanks, to think, and to begin the healing process of coming together.

Then, take a new look at Heidegger. Begin your day with a short thought from his work on language and thinking. Holding thought, revealing that which has been concealed and hidden, are two challenges we all face. Together, however, having gathered and listened authentically, we than will be able to move forward together. We still can co-create a world for our children and grandchildren.

“Is thinking a giving of thanks? What do thanks mean here? Or do thanks consist in thinking? What does thinking mean here? Is memory no more than a container for the thoughts of thinking, or does thinking itself reside in memory?”

What are we to do with this? For many of us, it is easy simply to either dismiss, or acknowledge, and then to “walk away” from the thinking. Let us stay in the clearing, out of the darkness of media pundits and talking heads: let us use language to create, to heal, to fabricate a new house of Being for all.

Monday, October 24, 2011

Diagnostics and Strategy: getting from Here to There

Going from Here to There: using Diagnostics, Facilitation, and Coaching to lay out your roadmap.

As I walked in this morning, I saw a large horse fly resting on the sidewalk. Huge, not particularly attractive: it couldn’t possibly fly. When She (sic!) created flying creatures, people asked what God had been thinking to design the horse fly or the bumblebee. After all we know that God has a grand design and all creation fits into the plan according to Her design. In truth, however, God’s design of bumblebees and horse flies has come under question for centuries. As in: what was She thinking? Or, nothing designed that way can fly. Yet, we know that both creatures do fly and do so well. What works so easily for God does not work as well for humans when it comes to successful planning on how to get to there from here.

Getting from here-to-there is always on everybody’s minds; and, getting from here-to- there is always already a clearly visible destination. Truth is, however: often we get lost on the way. [And, no! I really do not just mean driving directions]. I’m thinking more along the lines of the transformation the US now faces as the Tea Party tries to hold the nation hostage and take its citizens back to the 1787-9 period; or, a lot more simple to solve, how to transform a business into a customer-centered, customer-based business.
The challenges are so immense as to risk hyperbole. The missteps made happen so frequently and predictably that there must be a better way.

We no longer can afford missteps in today’s hyper-competitive, always-on, flat world. No, what we need is a way to assure breakthrough performance and to assure creation of a roadmap that outlines our best chance to arrive at the destination, the desired end-state.
And it really is quite simple to effect best-planning and execution of these crucial transformations. The keys are diagnostics, facilitation, and coaching.

Plans, lucid, readable and comprehensible roadmaps are important, nay vital to success: whether it is a “simple” exercise, such as taking your family of 5 to [you fill-in-the-blanks] for a mini-summer vacation, or (more) complex such as planning for your 24 year old daughter’s dream wedding, or compound-complex as in establishing your firm’s new customer centered and customer focused strategy. (Thinking of plans as a type of sentence construction may be a helpful metaphor).

Distractions, unanticipated events, setbacks, life: all these “things” happen and so our best laid plans somehow end up producing horse flies rather than hummingbirds. Problem is our horse flies don’t fly. Our “success” at planning, unfortunately, does not translate into successful implementation and operational effectiveness.

And, so what?! What now? How can your B2B CRM & CEM strategy be implemented successfully, without a hitch? How do we plan for life to happen and keep on the path. As I began to write this paragraph these 2 phrases surfaced: “Seek first to understand.” “Start with the end in mind.” And, yes, both pieces of advice are apropos of this discussion. Do they give a way to find planning and implementation success? I think they do. And, I think they do because they un-conceal what has been hidden or that which may distract.

What is needed is diagnostics, facilitation, and coaching. The process will clearly define 3 critical areas: 1. Where you are starting from: the point of departure or your “Current State”; 2., Where you intend to end up: your destination or “Desired End-State”; and, 3., the stuff that has to be done, accomplished, solved, etc. so that you can, in fact, get from here to there: “the bridging tasks”.

Unterwegs zu…

Blink or Think: Be Here now

Be Here Now: Blink or Think

A decade ago, while still consulting heavily, I entered the office of the President of a Billion $ business. The brass-plated desk-ornament in the middle of his desk gave one simple admonition: “Be Here Now!” This leader wanted everyone to be present. When I ask myself or you “Was heisst Denken?” I am, to begin with, asking myself to be here now, to be present. I am asking myself, and I am asking each of you as well, to locate that way, that path on the way to; and, to be here now, to be present and accounted for.

Our current situation is one that calls for thinking; it is one that calls for each of us to be fully present, to be engaged to be here now. If we believe Thomas Friedman’s presentation in That Used to be Us, we are a divided nation in decline, one that has brought itself to this precipitous predicament. We have failed our country, our citizen, our nation’s children - our own gift to the future - in that we have failed to invest in our future. We see it now in our dearth, in our unemployment; in our inability to generate meaningful, fully engaging work; in the homeless, the under-employed. We see it in this State’s decision to cut back on education; its decision not to invest in much-needed infrastructure and renewal efforts; in our ever-widening gap between those who have and those who have not. Rather than attend to the now, we turn away. We choose not to attend to what calls for thinking; instead we blink and we turn away.

It is not unexpected that we blink; that we turn our backs on what calls for thinking; that we turn back to our comfortable lives; turn on the Tube, and plug in un-thinkingly to what Thomas Pynchon referred to as “mindless pleasure”. In fact, a highly popular “pundit”, Malcolm Gladwell incites us to blink. His book Blink: the power of thinking without thinking admonishes us to “blink – don’t think”.

Whereas by contrast, in his 5th lecture, Heidegger begins: “What is called thinking? We must guard against the blind urge to snatch at a quick answer in the form of a formula. We must stay with the question. We must pay attention to the way in which the question asks: what is called thinking, what does call for thinking?” Our present now calls for thinking. We turn away, however. We blink.

“What does that mean? Blink is related to Middle English blenchen, which means deceive, and to blenken, blinken, which means gleam or glitter. To blink – that means to play up and set up a glittering deception which is then agreed upon as true and valid –with the mutual tacit understanding not to question…”(lecture VII).

While I see many of us trying to solve the issues of today, I see equal or greater numbers who turn away. Regardless of party affiliation, we no longer can turn away. We cannot, however, solve any of the current problems by blind adherence to party lines. Nor can we solve today’s issues neither through rancorous argument nor partisan paralysis. We cannot take Gladstone’s advice and decide what is important based on 2 seconds of ephemerality and what we knew to be true in that present-now, now long past. We must be present; we must be here now. We must understand and act knowing that “what is most thought-provoking in our thought-provoking age is that we are still not thinking.” We need to, we can and we must, get underway, unterwegs zu.

Thursday, September 8, 2011

Language and Politics: TeaParty calls Dems Nazi's in Wisconsin

“Language is the house of Being. In its home man dwells.”

“It is language that tells us about the nature of a thing, provided that we respect language’s own nature….

Man acts as though he were the shaper and master of language, while in fact language remains the master of man.

… Among all the appeals that we human beings, on our part, can help to be voiced, language is the highest and everywhere the first.”
Martin Heidegger.

I want to stop the misuse and abuse of language. Especially the “words that work” of the Tea Party and Republicans who are trying only to throw out our President. They still are just a “party of no”: and lest you hate me and send me nasty notes: I am a life-long Republican. Now, recovering, I am a proud Obama republican.

Let me digress and offer a brief explanation, if I might. My love is and has been Literature, philosophy, the classics and structural analysis &criticism (my Comparative Literature background) and teaching. With only a few regrets, I spent 30 some years in “Business” & Consulting. While in my business career I both had a modicum of success in marketing, sales, and consulting, I was also afforded quite a bit of time delivering training or other seminars. In doing so, I confess that I was not always careful with language. I want to write about language and its use, and maybe whatever else strikes my fancy.

But again: Why the insistence that we attend to language? I can only reply with a question, or two, and a suggestion. Have you turned on the news? Have you heard the lies, the distortion of facts, coming out of Fox News? Whom can you trust? Haven’t we reached a time when it now is vital for us to silence the furor and to listen with authenticity?

If you read Thomas Pynchon, you might simply remind individuals that a cure is available: they merely need to enroll themselves in a Tubal-detox program: cure themselves of “Tubeitis” that illness that permeates American life. It isn’t just on TV and Cable; it’s everywhere They can buy the placement of Their fear-mongering, society-splintering, destructive messages: all “no!. You have Rush L., Glenn Beck, and of course, WTMJ’s very own Charlie Sykes, who believe that if they use “words that work” often enough you will gladly, lemming-like allow yourselves to become victims of a Plutocratic Oligarchy. But hey! Who cares? Right? If the talking heads create enough noise pollution backed by the Koch brothers and other fear-mongerers such as the current lot of TeaParty-ites and Republicans pool of candidates, it will be perfectly alright with you?

And, let me add that yesterday I noticed someone say that Democrats are the same as Nazi’s to be defeated by the Tea Party. OMG! (As my 15, 13, and 10 year might say, but probably not). I felt compelled to add some “local color” if I might and stir the pot, but without language that is so blatantly outrageous and maybe even add a few words, as an Obama Republican, for our current Commander in Chief.
As my continuation I want to add, and expand upon, a blog I wrote in part nearly 2 years ago concerning how language was destroying our ability to talk about food. The problems, as it relates to language tearing apart the fabric of our national tapestry, has become worse.

Language, that which has the power to “create worlds”, apparently has been purchased, by what now is called the Tea Party and the Republicans. A paid “pundit” for the past few years has been publicly creating verbal playbooks for politicians to manipulate, to distort, to instill fear and mistrust, and to conceal. A lifelong Republican I confess to cringing at the lies. I also quickly found myself a proud Obama Republican. I want to use this blog to talk about language and to examine with others this current phenomenon of media: noise pollution designed only to un-elect a sitting president.

Language is the most powerful and under utilized tool at our disposal, individually, severally, and collectively. Sadly, in business, politics, and virtually all walks of life, certain powers with greater reach are broadcasting rancor during a time when this nation needs healing, a coming together, and the stimulus of growth.

Originally what got me riled up was the realization that we need more conscious use of language. At the time Food and Agribusiness were in the news. in business was the finger-pointing and railing against the machine concerning food: genetics, modified seeds, chemicals, food production, food safety, food labeling, etc.

Nearly two years ago, I found myself becoming increasingly angry over the public debate, the “national palaver” to quote Carlyle. I was heavily involved with agribusiness. I had been blessed , or cursed – if you must – to have been able to work with the leaders of that field: Dow AgroSciences, Bayer, Monsanto, Case/IH, AGCO – and so on. The industry was under attack. The “blogosphere” was filled with anger, misinformation, and a lot of noise. The anger was over mistakes made by certain executives in the past; and, as so often happens in the world, one person’s errors become to some the entirety of the company.

Like many of us, I am deeply bothered by the current public debate about food, food production and safety. The traditional, and newer "social" medias have taken this very, very complex issue and lumped together factoids about "feeding the world", "clean air", "global warming", "genetically modified crops", and the very sustainability of our planet.

Doing so only made things worse and certainly more confusing for most listeners. A great deal of positioning; a good deal of shouting; not much listening and working together going on there, so far, in this public debate. Agribusiness cannot allow itself to be dragged into a public brawl such as the one we've recently watched - and still are watching - about Health Care Reform and The Public Option.

Now, 18 months later, we have suffered through months of partisan paralysis. "Debt ceiling" debates became fodder for TeaParty radicals to stop progress and civility. The issues surrounding agribusiness and farmers, are among the most important topics of today because we all are involved in food and clothing and environmental issues. Yet, journalists such as Michael Pollan, Paul Roberts, and notable world citizens, such as Vandana Shiva, are inciting their audiences and special interest groups, mostly through fear and "adjustment" of the facts.

In contrast to these divisive voices, Peter Senge, of Fifth Discipline fame, offers a much more tempered approach, deeper and more thoughtful and quite a bit more challenging to each of us in his newest book, The Necessary Revolution. Today, however, the debate about Food seems not to be among the top 10 topics on the World News Tonight (whichever of the networks you follow). Instead, that same rancorous discord, those same outrageous, divisive language has been turned to again divide our nation. Radical claims concerning the future of our nation are fueling fear; causing the paralysis of recovery; the death of job creation; and, shutting down much of our hope for recovery in the near term.

The United States has become a country of Haves and Have-not's. Jobs have been taken away, sent overseas, leaving Americans unable to be fully engaged – all for the sake of the Plutocrats now hoarding their cash and chanting “No!”. The problem is how quickly the widening of the gap is becoming; and, that widening is not slowing down. Instead of using language, political power, and spending power to recreate a stronger America, distinguished by its equality and sense of inclusion for all, our media and those political talking heads, paid for by the ultra-wealthy, the Plutocrats, is fracturing the nation even further. We need that to stop.

We need authentic listening. We need to silence the lies, distortion of facts, and to begin using Language in order to create the sustainable future world we all desire. Not a world that excludes those the TeaParty doesn’t understand and are being taught to fear. Certainly the majority of us do not want an America for just the few who have control of all the wealth. 1/2 of 1% controls 80% of the wealth.

They cannot control the Language and ideas, however, or our nation will suffer tragic consequences. The issues we face in government are more complex, more divisive, and at a quantum level greater than the battle over food. Crafting a sustainable solution - just to guide the public debate - can, and will, not result from singularly slanted, or otherwise distorted preaching. These interrelated problems can only be corrected through a creative learning process. Rather than creating an atmosphere in which a true long-lasting solution can be crafted, these activists see only one-way: their own.

Instead we need to work together. Education and communications will play a huge role in shaping the outcome for many of us. It will take hard work. We lose all chance to shape the future, however, if we allow ourselves to be controlled by the puppeteers speaking into the ear-pieces of the TeaParty backed candidates and their media talking heads (or in the case of agribusiness: those outside agribusiness) to shape the public debate. Certainly we do not want to engage them at their level and try to yell over them: god help us if we try to do that – it’s just a waste of more money that could have been put into the economy to add value and thus would have been relevant to all citizens.


We need to listen. We need to look for the clearing. We need to listen for what has been concealed to become un-concealed. We need to practice what Stephen Covey suggests: "seek first to understand, then to be understood". We also need to build a dictionary that guides this conversation and mutual learning. All of us need to shape the language and use words that work and metaphors that reach across the gap between sides, pulling them into our conversation.

Keep this truism on a Post-It: "...those who define the debate will determine the outcome" (c.f., Frank Luntz, What Americans really want ... really). It's time to re-tell, or to tell anew, the story of farming, of how the world is fed and clothed - and what it will require when there are 9 Billion people on earth. It is time for us to educate the rest of the world about farming, agriculture, tillage practices, land and water conservation, seeds and chemicals. If we shape the conversation, without rancor and with a complete and easy-to-comprehend story, which helps reveal the truth in its complexity, everyone will come out ahead. Then we can move ahead proud of our stewardship and assured of a sustainable future.

But remember, "It's not what you say; it's what they hear" that matters We need business leaders and politicians to stop paying for words that work, words that distort and hide the truth. Our agribusiness leaders have worked exceedingly hard to being to address these same sometimes-difficult-and-admittedly- complex subjects through education and communication - the ones the extremists have distortedly made visible - so that our fellow citizens of the planet can help better understand the reality, the rancorous, drama can subside; constructive conversation, dialogue and trust can be built; and, we can craft a sustainable future together. We need that self-same commitment to renewal of our nation, as one of inclusion. We need to stop the fear mongering. We need to use language to un-conceal and to make the world we all want. The few that want to be the few can afford to go buy their own island: I suggest that they do just that. For the rest of us, let us co-create a sustainable future for America. That future will renew the social contract. Then we can walk our talk proudly. - old consultant adage, however: easy to say, harder to accomplish.

Wednesday, August 3, 2011

Unterwegs zur: Diagnostics, Facilitation, and Coaching for the B2B CRM & CEM Strategists

On the way to ....
As I walked in this morning, I saw a large horse fly resting on the sidewalk. Huge, not particularly attractive: it couldn’t possibly fly. When She (sic!) created flying creatures, people asked what God had been thinking to design the horse fly or the bumblebee. After all we know that God has a grand design and all creation fits into the plan according to Her design. In truth, however, God’s design of bumblebees and horse flies has come under question for centuries. As in: what was She thinking? Or, nothing designed that way can fly. Yet, we know that both creatures do fly and do so well. What works so easily for God does not work as well for humans when it comes to successful planning on how to get to there from here.

Getting from here-to-there is always on everybody’s minds; and, getting from here-to- there is always already a clearly visible destination. Truth is, however: often we get lost on the way. [And, no! I really do not just mean driving directions]. I’m thinking more along the lines of the transformation the US now faces as the Tea Party tries to hold the nation hostage and take its citizens back to the 1787-9 period; or, a lot more simple to solve, how to transform a business into a customer-centered, customer-based business.
The challenges are so immense as to risk hyperbole. The missteps made happen so frequently and predictably that there must be a better way.

We no longer can afford missteps in today’s hyper-competitive, always-on, flat world. No, what we need is a way to assure breakthrough performance and to assure creation of a roadmap that outlines our best chance to arrive at the destination, the desired end-state.
And it really is quite simple to effect best-planning and execution of these crucial transformations. The keys are diagnostics, facilitation, and coaching.

Plans, lucid, readable and comprehensible roadmaps are important, nay vital to success: whether it is a “simple” exercise, such as taking your family of 5 to [you fill-in-the-blanks] for a mini-summer vacation, or (more) complex such as planning for your 24 year old daughter’s dream wedding, or compound-complex as in establishing your firm’s new customer centered and customer focused strategy. (Thinking of plans as a type of sentence construction may be a helpful metaphor).

Distractions, unanticipated events, setbacks, life: all these “things” happen and so our best laid plans somehow end up producing horse flies rather than hummingbirds. Problem is our horse flies don’t fly. Our “success” at planning, unfortunately, does not translate into successful implementation and operational effectiveness.

And, so what?! What now? How can your B2B CRM & CEM strategy be implemented successfully, without a hitch? How do we plan for life to happen and keep on the path. As I began to write this paragraph these 2 phrases surfaced: “Seek first to understand.” “Start with the end in mind.” And, yes, both pieces of advice are apropos of this discussion. Do they give a way to find planning and implementation success? I think they do. And, I think they do because they un-conceal what has been hidden or that which may distract.

What is needed is diagnostics, facilitation, and coaching. The process will clearly define 3 critical areas: 1. Where you are starting from: the point of departure or your “Current State”; 2., Where you intend to end up: your destination or “Desired End-State”; and, 3., the stuff that has to be done, accomplished, solved, etc. so that you can, in fact, get from here to there: “the bridging tasks”.

Unterwegs zur…

Monday, July 25, 2011

Laying out the B2B CRM Roadmap , part III

The Determinants
What is needed is a framework for determining how to allocate resources. There are a great many steps involved, yet, in some ways, creating this framework is much like connecting the dots. Below are some types of information that may be required to build an effective allocation model:
• Company strategy and vision
• Target market
• Customer and market reach
• Definition of customer
• Go-to-market mechanism
• Activity based costing (or economic value added) analysis of the marketing, sales, and service processes
• Analysis of current and required customer knowledge, customer economics, and the technologies used to connect with customers
• Map of current market coverage with number of accounts (targeted, actual, and potential) by territory
• Understanding of account segment membership
• An account contact matrix model
• An account valuation/weighted potential model
• A volume/margin/duration model (to manage customer equity)
• Results from qualitative, directional research that includes marketing, sales, service, and the end-user customer (plus channels[s], if applicable)
• Data about customers: e.g., customer cycles (buying, budgeting, forecasting), number of contacts per site, key influencers by site in the complex selling decision, etc.
• Accurate time/responsibility mapping for field sales and service personnel
• The right set of metrics
Although the preceding list looks more like a laundry list than a practical approach, we can, in practice, proceed from the point of accumulating this knowledge to crafting an actionable coverage and resource allocation model for the company

The Building Blocks
The primary building block for moving forward will be an analysis of the current portfolio of your customers. Combining the knowledge acquired from the steps identified above together with the results of an analysis of the economics of sales, customer service, marketing and channel coverage, takes us to the point of crafting a final resource allocation model. One practical tool is to create a customer pyramid which analyzes value. (see familiar Rubik’s cube, illustrates both the architecture of the marketing database and the model for account penetration and cross selling. In other words, it emphasizes that the single biggest win from data-based marketing comes from penetration of existing accounts. The marketing database needs to track individuals by buyer group or functional need at the site level within the enterprise. The x-axis represents the functional areas within your customer’s organization. The y-axis allows you to track the value of the relationship with your customer (from suspect to target to trial buyer to buyer to apostle). The z-axis portrays the locations or street addresses of your customer’s various site locations.
And, while the marketing databases can be used to acquire customers, a much more profitable use for the marketing database comes from account penetration. This is, selling more products to additional buyers and selling additional products and services to all buyers.
In order to have a holistic view of the sales and marketing system, a closed-loop feedback system must exist. It is well represented by the familiar household funnel. We can use it to discuss the flow of data in a direct response, opportunity/lead management environment. The top half of the diagram portrays the flow and accumulation of the information, while the lower half shows the interaction with your sales group and channel partners. We can visually map the transfer of knowledge that can take place in an effective process of managing leads and opportunities.
Metrics is an additional benefit of using this graphic. One set of metrics measures the effectiveness of the communications stream. The second set of metrics measures the field’s effectiveness.
Keep in mind what relationship marketing is not – it is not direct mail nor is it telemarketing. It is the integration of all contact media to effect a measurable response that simultaneously manages the point of contact with the value chain.
The contact matrix, then, is a simplistic, activity-based costing model that incorporates three variables:
1. Account valuation or grading
2. Cost per contact medium
3. Cost of doing business as a percentage of revenue (E:R) by grade level and in total
Several things are worth consideration. Previously, direct marketers have judged success on a responsive rate. But response rate alone is a destructive measure that belies the workings of your marketing system. The preferred, more constructive, and more holistic measure is to examine the effectiveness of sales leverage to generate a return, balanced across all contact media. In other words, the contact matrix allows management a simple framework for managing cost to serve.

Friday, July 22, 2011

B2B Resource Allocation: Optimizing your CRM investment and coverage effectiveness, prt 2

If you watch the kids, they seem to be able to do everything simultaneously and to do so 24/7.
The rest of us have limitations. In business there are resource limitations - we can't do or be everything for everyone.
We live and work in a time in which each of us faces allocation constraints pertaining to use of money, time, and people. Furthermore, the competitive arena we operate in is wholly unlike that of just a few years ago.
Consider this quandary: If you have a million dollars, where do you invest it to maximize your return? How do you approach solving the problem and answering the question correctly.
[Personally, I always liked Len Schlesinger's 2 X 2 matrix he termed "the Marketing Optimization Model"].

The marketer’s Holy Grail is to get the right message, product, and/or service to the right person, at the right time, in the format that customers have indicated they prefer. In fact, this is the primary goal of an optimal allocation model.
An optimal coverage model would also:
• Support a retention – and loyalty-focused, customer-based business design
• Make effective use of the organization’s limited resources
• Make investment decisions based on reciprocal commitment or mutual interdependence of your Ideal, Best customer and channel partners
• Establish integration and synergy across the three functional areas responsible for servicing the customers: i.e., product marketing, sales, and customer service.
Stepping Back: there are two reasons that customer relationship Marketing is so powerful when implemented properly. First, the firm focuses on acquiring the Ideal, best customer, and, second, the company manages its customers as a portfolio of assets – investing its limited resources proportionately to the level of commitment that customers and prospects make to the organization.
My contention is that there is a fairly well-defined path the enterprise can take when analyzing and assessing its allocation challenges. This path is mapped out through the use of the tools, templates, and planning by the data-based, relationship marketer.
Resource allocation must also bring to bear the relationship marketer’s theories about managing the point of contact, managing the customer across their lifecycle of interactions with the company, managing the value of the customer portfolio, and managing knowledge across the company and across the value chain. Fred Reichheld called it “the customer corrridor, graphically illustrated above. In effect, this metaphor illuminates the challenge of resource allocation relative to your customers’ lifecycle relationship with your firm.
Specifically, there is a spectrum, or “continuum of relevant customer contact activities,” that needs to be mapped to create an optimal and effective resource allocation model.
The first step many organizations will need to undertake is to conduct an audit of their marketing, sales, and customer service activities so as to surface the key interdependencies between them, as well as with site logistics. Think of it as “the programming” phase of dealing with an architect. The Master Builder will want to know how you want to live and function in the new space. This is a reflective exercise. The goal is to be in a position to produce cooperation and coordination across and between all functional areas that deal with customers and their issues. We need to:
• Make visible and apparent where integration between the functional areas is necessary
• Make apparent where non-discretionary accountability must reside
• Revisit the current account selection process
• Revisit key account management practices
• Objectively verify whether an account is relationship – or transaction-oriented
• Assess the skills, training, and behavioral components of the relevant customer contact people in each of the functional areas
• Assess degree of cooperative, cross-functional teamwork along with supporting account planning, communications, and contact management tools

Wednesday, July 20, 2011

Resource Allocation for the B2B CRM Practitioner

It’s no longer a secret. The evidence is compelling. It is well documented, both at the academic level and in practice. Enterprise-wide Customer Relationship Management (CRM and CEM) – when properly implemented - can achieve impressive results. The primary results:
• Increased sales Effectiveness and Efficiency
* Increased Profits
* Increase in customers served and products placed within customer accounts
• Increased Customer/Employee Satisfaction
• Decreased cost-to-serve
The second “secret” is that virtually every organization has limited resources: People, Money, Time.
Optimization of the respective coverage models - sales, customer service, marketing and channels - still has not been exhaustively studied. The models and tools of the eCRM practitioner provide almost a dot-to-dot like template with which to assure coverage optimization and hence optimal use of the firm’s limited resources.
The third “secret” is that our customers represent a portfolio of assets that we must proactively manage in order to maximize shareholder and stakeholder value.
Whether the resource is time, money, or people, the optimal allocation of resources is a critical issue, a critical challenge, for almost every business organization. Since no enterprise has unlimited resources, it is worth investigating how customer relationship marketing models can provide a critical key to unlock the answer to this problem.

In no functional area of business is this resource allocation problem more true than in sales, marketing, and servicing customers and/or prospects. In fact, the search for the optimal allocation of resources in these functional areas is something akin to the search for the Holy Grail.


In business-to-business marketing the characteristics of the target customer group can commonly be depicted visually as a pyramid, with the largest accounts at the top of the pyramid, and moving down through a group of middle accounts trying to grow larger and support the pyramid are "minor" accounts.
The pyramid graphically shows how, in most mature, competitive industries, the sales function (together with service and product marketing) is faced with:
• Price and margin pressure at the top of the pyramid, where the size of the targeted accounts is the largest
• Margin (cost-to-serve) pressures at the bottom of the pyramid, where the largest number of accounts exist
• An eventual overabundance of competition – once all your competitors realize where you are making your money - in the middle, where the most profit is initially available
• A shrinking middle layer

If, as has been suggested for the last 15 plus years, we elevate Customer Relationship Management, as core strategy, and Sales to a strategic boardroom issue, we can create the greatest synergy by applying the models of customer relationship marketing, customer insight, and knowledge management to the problem of resource allocation.
One Observation
In addition to the five key inevitable outcomes that result from a well-executed customer relationship marketing competence, other implicit problems are remedied:
• Increased sales
• Increased service levels
• Increased customer and employee satisfaction
• Increased customer and employee retention
• Decreased cost to serve
• Faster product introduction, i.e., speed to market
• More controlled management of product migration by targeted segment
• Decreased cost of doing business as a percentage of sales, i.e., sales expense to revenue ratio (E:R)
The Thesis
The planning tools, operational models, feedback loops, and performance metrics of relationship marketing
are templates that create optimal resource allocation and coverage models. What we have created and replicated across multiple firms in the B2B realm is a roadmap for optimizing the allocation of resources, together with the attendant analysis and implementation.

Monday, May 2, 2011

on the way to language

When the salesman starts talking do your eyes glaze over; do your ears close a little; do you begin to daydream about your kids or... ? What happens when you listen, or watch, the news? Do you change channels; perhaps watch Veggie Tales with your kids, or even better: turn off the TV? Is Language alive. Do metaphors enhance our lives? Does Language reveal or hide? Persuade or do damage? Or , as always is the answer "It depends"?

My concern here, though, is the language of daily living.

I confess that I may have been pulling my own Rip Van Winkle. Driven to learn, to make money, to nurture my children, and to find balance, I find that i wasn't fully engaged with the world. Particularly the way in which we of the world communicate, use language to shape our world.

Never in my lifetime has the use of language emerged with such singular and dramatic force: a force for change; a force to bring about unification; a force for getting truth out to everyone; a force for lies, distortion, and manipulation.


Over the past two years, I've noticed that the level of disinformation and actual yelling has increased if one listens to cable and other news' outlets. The business of government has been forced to a sluggish, muddied, grimy cesspool more like paralyzed sewage rather than a fountain of living inspiration and truth.

I've gone back to school to work on a PhD - across a number of disciplines: literature, philosophy, and business (or, history & business). I wanted to build on my business acumen and successes while improving my own ability to create, think, learn, and lead. I have read quite a bit of Heidegger. There is so much more to read, digest, and absorb before I can begin to try to share it.

I have found out that Language is one part of what makes us human. I have learned that there is something called "Fixed English" another version called "Free English" and that there is a still newer version called "Words that Work".

I've tried to remain silent and listen over these last few months. I haven't wanted to pollute the public discussion by yelling, which in today's world seems to have emerged as the WAY by which communicators get their message across.

One thing I have come to realize is that Language is the key to unlock the potentiality of the world again. Language creates world. Language allows the unhiddenness of truth to become unconcealed. In order for Language to retain and have the full force of its power to create world, we must engage in authentic listening. Not something we American are good at.

Which takes me back to the salesman whose elevator speech has just made my eyes glaze over and my head to nod.

I really do wish I had answers. I know that I believe that I do - at least in the world of B2B CRM strategy, sales, marketing, and a few other areas try some authentic listening for myself and for all of us. We then can use Language to create world.