Jermaine Edwards

DECEMBER 6, 2023

Is trust at an all time low around the world? If you were to read some of the findings from Edelman’s trust barometer you might become depressed. I’m not that much of a pessimist. In fact, I take the position of behavioral economist Dan Ariely that we can find moments of trust in everyday interactions if we’re willing to look for it. Despite this we can’t ignore that today more than any time in history our products and services are exposed to scrutiny, comparison, commodity and competition.

Emotional Intelligence 130

Emotional Intelligence Client Relationships Key Account Management Negotiation 130

Jermaine Edwards

NOVEMBER 25, 2021

In 2016 I wrote a post on the five foundation steps for stakeholder management success in key account management, that was well received and guided lots of leaders. A lot has changed in those five years from new strategies and technologies, to of course the pandemic that completely changed the way we engage and serve our customers. Almost every business on the planet has been compelled to make adjustments, and in most cases transform the way they relate to their customers from an entirely virtua

Stakeholders 130

Stakeholders Decision-making Shareholders Key Account Management 130

Jermaine Edwards

MAY 18, 2020

Do you really want to be in the same place with your customers six months from now? No one does! Yet thousands of professionals feel that frustration or deep knowing that they should be getting more from their relationships, not just for themselves but for their business and their customers. From my study of 30 years of customer history and behavioural psychology, there have been principles hidden in plain sight being executed by professionals and organisations around the world, maybe without kn

Key Account Management 130

Key Account Management Account Management Leadership Decision-making 130

Jermaine Edwards

MARCH 17, 2020

How do you know what to do at the different stages in your customer relationships? This is such an important question yet most organisations have not established a clear distinctive path, identifiers and actions for effectively managing the full customer relationship journey. The customer life cycle is one of a few important contributing models for giving any individual, team and organisation greater clarity and confidence to know what to do when the next steps in the relationship journey are un

Customer Life Cycle 130

Customer Life Cycle Key Account Management Decision-making Innovation 130

Jermaine Edwards

MARCH 26, 2020

It’s a VUCA World. Have you ever been really vulnerable? In a place that you’ve never been before? Answers seem distant and hard to reach. Those around you are silent, or at best have ideas, but nothing is really sticking. That was what I experienced at the beginning of March 2020. The phone began to ring from my customers around the world, business partners and team members.

Key Account Management 130

Key Account Management Marketing Meetings Account Strategy 130

Jermaine Edwards

APRIL 3, 2020

Defining Crisis. When we think about crisis we can often immediately cast our minds to natural disasters, global emergencies and PR scandals. In reality, crises can take many forms and most are hidden from public view but they will have wide-ranging consequences. How can we identify and know what is classified as a crisis in our business? Crisis can be defined in five characteristics or qualities: Is triggered by significant internal and/or external factors.

Decision-making 130

Decision-making Profitability e-Learning Negotiation 130

Jermaine Edwards

APRIL 16, 2020

The New Normal. On March 1st, 2020 the world was hit with a global pandemic that literally transformed the way every business viewed themselves, their markets and their own position within them almost overnight. Every business was immediately forced to adapt. They adapted to become new kinds of businesses, take on new capabilities, create new ideas, initiate new collaborations and ultimately develop a whole new way of thinking.

Computers and Electronics 130

Computers and Electronics Supply Chain Telecommunications Financial Services 130