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Andrew Rudin serves as Managing Principal of Outside Technologies, Inc. He enables B2B clients of all types and sizes to manage revenue risks, and to clearly understand the cost of risk. A prolific writer and speaker, Andy has a broad background in business development as a strategist, marketer, sales executive, and product manager. Andy has a BS in marketing and an MS in information technology, both from the University of Virginia.
  • 0 comments 462 reads
    Posted on 2013-05-14

    Want to get in on an unusual program that teaches you how to become excellent at selling? One that helps newcomers to sales master strong interpersonal skills and develop winning lifestyle habits? One that offers every participant the ability to learn from peers, by giving and receiving valuable coaching? One where the students have high energy and great enthusiasm for learning?

    If this sounds like the training your team needs, I have some good news, and some bad news. The program is available, but you must go to prison. It's offered to inmates as part of the Prison Entrepreneurship Program (PEP), which helps them find a job and build careers when they are released. The program’s entrepreneurship boot camp is as rigorous as any I’ve seen—one reason why “100% of the program’s graduates have landed a job within 90 days of release from prison,” according to the organization’s...

  • 0 comments 537 reads
    Posted on 2013-05-10

    Spring has sprung! But what signaled its approach weren’t daffodils or the many hues of outsized azalea blossoms. It was a dependably punctual annual request—well, more accurately, a demand: “Can we get rid of some of this junk in the garage so I don’t have to go through contortions just to get out of my car?”

    “. . . . Yes, Dear. As soon as Strasburg gets this last out. . . .”

    Let’s saunter over to see the collection of articles I painstakingly stowed over the winter, now deemed undesirable. What to get rid of? Partially filled cans of old, congealed paint? Obsolete computer peripherals? A stack of disassembled Ikea shelving, with holes and channels precisely routed to accommodate the long-missing metal doo-hickeys? I'll take all of this suburban detritus out to the curb for my neighbor to pick over and put in his garage. Done! Now the car door swings fully thirty degrees—room enough to get in or out without having to swear.

    It’s...

  • 0 comments 317 reads
    Posted on 2013-05-09

    When customer service breaks down, we become irritated, angry, even enraged. Service professionals know the reaction cycle all too well: customers perceive they’re wronged. They fume. They tell twenty other people. Then, they get over it. Life goes on. Except when it doesn't.

    Last week, a tragic customer service debacle involving American Airlines resulted in a passenger’s death. There’s little controversy that the outcome was preventable. But as the story continues to unfold, figuring out who—or what—to blame is proving much more difficult. Was it the passenger? Her family? American Airlines? Airport staff? Poignantly, the result—a life needlessly lost—doesn’t change.

    On Friday, May 3 around 4 pm, an 83-year old woman named Victoria Kong arrived at Washington’s Reagan National Airport on American Airlines flight 1094 from Miami. She began her trip the same day from Barbados, a journey she had made at least ten times before. Her daughter was waiting for her in the...

  • 0 comments 323 reads
    Posted on 2013-05-07

    Sequestration. Bloated agencies. The Fiscal Cliff. When it comes to inefficiency and wasteful spending, my city, Washington DC, beats your city. In fact, economist Milton Friedman once quipped that if you randomly grouped any three or four alphabetic characters, you would name a Federal agency that, if eliminated, would never be missed. But despite Washington’s well-deserved reputation for stultifying red tape, our region has become a thriving innovation hub.

    Friedman would be surprised, if not amazed. For entrepreneurs housed in the region’s start-up incubators, tech acronyms like API, XML, AJAX, and HTML are just as likely to hold important meaning as Federal ones like FDA, OSHA, FCC, and BLS. And the focus on entrepreneurship and technology starts early. Last month, Virginia’s...

  • 0 comments 349 reads
    Posted on 2013-04-24

    “Disney is working on an RFID wristband system it plans to launch this year at its theme parks. Called MagicBands, it will let guests pay for goods, check in at rides to map their day’s activity and even send data to characters in the park—so that Snow White or Mickey Mouse can address a child personally.”

    By a show of hands, how many think Disney’s innovation will move beyond pilot, and provide positive financial returns?

    Some of you say yes, but I have doubts. The programming task alone seems so daunting. I see a global team of software engineers trying to make Mickey’s elocution flawless, so he can pronounce names like Aaradh and...

  • 3 comments 629 reads
    Posted on 2013-04-17

    Every day, lots of sales professionals beat mighty revenue goals. What’s odd-or remarkable, depending on your view-are the persistent references to salespeople as individual contributors. For me, year after year, a not-insignificant chunk of my revenue has had as much to do with the efforts of others as it has had to do with mine.

    “I Achieved X% increase in product sales each year in my territory . . .” Similar stories are told through LinkedIn profiles, biographical thumbnails, and personal resumes. But if we unpack these claims, we'd find deeper, more socially-networked, collaborative heroism. We'd uncover back stories that include a gamut of reseller sales, revenue “splits” for systems engineered and sold out of territory but installed locally, reliable run-rate revenue, and bluebird sales that flittered in from...

  • 0 comments 719 reads
    Posted on 2013-04-12

    According to a recent SEC ruling, telling the truth is no longer illegal.

    Yes, you read that correctly. After Reed Hastings, CEO of Netflix, posted a factual 43-word message on Facebook, the SEC wanted to prosecute him. Then, they decided not to. “The risk of going to jail for disclosing accurate information is a relic of a regulatory approach that makes no sense now that digitally distributed information is easily accessible by all,” L. Gordon Crovitz wrote in The Wall Street Journal (The SEC Decriminalizes Facebook Postings, April 9, 2013).

    The SEC’s Regulation FD mandates that material facts cannot be selectively disclosed, selectively being the operative word. By the end of this year, about one billion people will have a Facebook account—not your average group...

  • 0 comments 636 reads
    Posted on 2013-04-05

    “Becoming a digital business changes how a company interacts with its customers, but it also requires companies to break down old operating silos and bring in new expertise,” according to an March 18, 2013 article in InformationWeek, Goodbye IT, Hello Digital Business.

    Pick up a sledge hammer and start swinging! The slurry of concrete and stone we just poured to support Sales2.0 and SocialCRM has hardened quickly. Now, we’re told, it’s in the way. Oh—your IT person might not be up to the task. Something about an old rotator cuff injury.

    It’s déjà vu all over again! Break down silos! Bring in the experts! . . . where have I heard this before? . . . So let’s...

  • 2 comments 728 reads
    Posted on 2013-04-04

    Rutgers coach Mike Rice, known for his coaching intensity . . .

    As comedian Jon Stewart says “OK, let me stop you right there . . . .” We’ve seen the video of the Rutgers basketball practice. Intensity doesn’t explain or justify anything about Rice’s behavior. Some columnists have attributed Rice’s actions to what occurs when you combine testosterone, adrenaline, and hyper-competition in college sports. It’s a volatile mix, but physical abuse and homophobic slurs don’t belong in the picture.

    Hyper-competition isn’t unique to sports venues. Nor is abusive coaching. Both happen in sales organizations, too. Watching Rice’s behavior reminded me how the pursuit of winning can make immature people inhumane. I’ve seen it up...

  • 0 comments 583 reads
    Posted on 2013-03-28

    If someone offered my friendly two-year-old dog a box of crayons and asked her to draw a self-portrait, she would render a menacing image. A fearsome animal with sharp fangs, long claws, and wild untamed eyes.

    Though lovable to humans, my dog fancies herself a high-order predator, having sent cats and squirrels skittering high into trees, rabbits and chipmunks diving into safe protective burrows, and deer running for their lives. The question is, if she ever caught something, would she know what to do next?

    Companies face a similar conundrum. Managers devote slavish attention to discovering traits that portend rock star sales performance. But bringing the big game on board isn’t so simple.