David van Toor is Principal at No Plan B Business Development, a Irvine, California based business consultancy. No Plan B provides strategic and execution support in Business Strategy, Customer Experience, and Online Customer Communities.
Welcome to a special Leadership Channel Podcast on TotalPicture Radio. This is Peter Clayton reporting. I met David several years ago in New York. At the time, he was SVP, General Manager CRM Solutions at Sage Software. A keynote speaker at a Leadership Conference, I was very impressed with his understanding and savvy of customer engagement and social media.
David's leadership at Sage reversed a hostile and highly vocal ACT! customer base -- establishing comprehensive focus on the Customer Experience, including: Creating the ACT! Online Community. This was Sage's first Online Community and first Sage Executive to actively participate in online customer conversations. And get this: David posted his phone number on Amazon.com so frustrated ACT! users could contact him. How many SVPs do you know that care enough about the customer experience to do that?
Questions Peter asks David in this podcast:
Tell us about No Plan B, what do you focus on?
Why did you decide to start No Plan B?
Do you work mainly with large corporations?
Quoting from your website: "The proprietary processes we have developed guide companies in the transition from a product focused business to an experience based organization." What do you mean by that?
Describe for us "No Plan B's Unique Value Offering Bootcamp"
What is the most common mistake most companies make regarding Customer Experience?
How about in the area of Social Media? (common mistakes companies make)
You wrote a blog post titled "The Fallacy of the Customer Survey. Do you think they're meaningless, what's your perspective?
You've been writing what you call a 7Series focused on sales teams. In one article, you describe the problem with discounting. Can you share with us your thoughts on discounting?
How do you view the business climate for consultants in 2012?
About Peter Clayton
Peter Clayton, Producer/Host, is an award-winning producer/director of radio, television, documentary, video, interactive and Web-based media who has created breakthrough media for a wide array of Fortune 100 clients.