Document Imaging—the Evolution and Revolution

Many people ask me where I see the copy/print industry in the future. To answer that, we must first define what we mean by “future.” I see the future as a constant journey towards relevance. As we witness the world’s many technology advances over time, we must agree that
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Production Print: Taking a Deeper Look at the True Data, Not Marketing Hype

An ancient Latin saying is “caveat emptor,” meaning “let the buyer beware.” Before you buy into the hopes of high volume based on marketing strategies, let’s look at the data (real world numbers) and hopefully this will motivate you to look at your own data and get a better
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Relationships and Change in a Pull-Economy

“The customers you once caught are now hunting for your replacement. That is my explanation of the Push-Economy becoming the Pull-Economy.” — Ray Stasieczko How will customer relationships change? Here’s my thinking. In the product-pushing sales environment of the past, the
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Managed IT Services: The Profit is in Workforce Control

I had the privilege to spend two years working with a managed IT security and services organization as its vice president/COO. So, now let me say this to all those reading. Profit success in managed IT services is not about being the greatest sales organization; instead, it’s
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Knowing the Cost of Indecisiveness

During the transformation of a business or industry, it’s important to understand both the cost of inaction and the cost to respond. Many organizations plan their path forward; they determine a budget, put together a proforma, assign the team and move forward enthusiastically.
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From Within the Castle Comes the Threat

The moat around the castle was deep and wide. Those who lived inside the walls of the castle felt safe; they thought no one could or would dare attempt to destroy them. They never calculated the threat inside the castle. Like a castle, a business has its moats and walls,
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Allow Change to Slay the Status Quo Zombie

“Zombie management is when old bad management habits you once killed with improvement have come back to life.” When you know the old way is no longer relevant, why insist on allowing the old irrelevant ways to continue coming back to life? Like you would kill a Zombie, it’s time
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Forces of Change or Forced to Change: It’s All About Finding the Money

Taking control of operating costs has never been more critical to the future success of the office technology channel, providing the needed resources for budgeting their growth to continuous relevancy. Dealers who sell in the channel understand the need to diversify. They
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The Pull Economy is Just a Click Away

The pull economy is gaining momentum across many industries. When will the office technology channel be impacted? Let’s go back in time to when copying and print usage was growing. Everybody was printing everything. The information one read was on paper; back then things just
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An Inaccurate FCE Can Plague Dealerships’ Bottom Lines

All service providers pride themselves on their service department’s FCE (First-Call Effectiveness). However, many don’t know their FCE percentage and others aren’t sure how to calculate their FCE properly, or worse they are informed by consultants who lower the standards
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Dealers Should Hold Service Department to the Same Level of Accountability as Sales

Why doesn’t the office technology channel’s owners and leaders pay sales reps $250,000 salaries with no accountability or quotas? Why do dealerships have millions in obsolete parts, spend millions on repairs and supplies, have a First Call Effectiveness (FCE) rate of less than 72
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The Intersection Where the Digital and Physical Worlds Meet

The typewriter was still clicking away when the word processor was invented; the word processor was a better experience. This better experience caused the collapse of the typewriter sales and service model. The camera was still taking pictures on film when the digital camera was
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Stop Managing the Past and Start Building the Future: Why Leadership is More Important than Ever

We have all heard the saying “time is running out,” yet many people fool themselves into believing they still have time. Why is this? It’s a case of procrastination or delusion. About ten years ago, I began talking with dealers regarding my vision of managed IT services. In those
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While You’re Marketing to Your Customers, Someone is Stealing Them with their Remarkability

Marketing has no power over remarkability. Why do so many organizations fall victim to the new competitor who, through their remarkability, delivered a better experience? And why do so many organizations spend more on marketing than their remarkability? Or why do all
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Are We Lying to Ourselves?

Do you ever wonder why, during a dying industry, or the collapse of a deliverable, many continue selling themselves on their relevancy while their evacuating customers define them as irrelevant? Think about this. Innovative organizations understand the importance in selling
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