Mark W. Heisler

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  www.cbsg.com/news/press/matter.htm - [Cached Version]
  Published on: 7/20/2006    Last Visited: 9/9/2007  

  While this news item has not received much media play, according to Suzanne Baldino Jones and Mark W. Heisler consultants and authors of "From CellMates to SoulMates: Integrating Sales and Service", companies better sit up and take notice.
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  Baldino Jones and Heisler predict Microsoft's decision will have profound implications on the relationship between the rest of Corporate America and their customers.
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  "When a company with the market stature of a Microsoft says customer actions and perceptions are critical to our long-term success, other companies will be compelled to follow suit," adds Heisler.
  
  Heisler summarizes things this way, "Any company can try to be more customer-centric by refocusing technology, processes and practices around the customer relationship, but only those firms that reinforce those changes by rewarding employees on key customer performance measurements will succeed."

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  CBSG: CN8 Newsmakers - [Cached Version]
  Published on: 8/1/2001    Last Visited: 9/9/2007  

  In this television interview segment, Mark W. Heisler, Managing Partner for the Competitive Business Strategy Group discussed the firm's unique practices and views on how companies can manage their workforce without resorting to layoffs.

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  CBSG: Contact Us - [Cached Version]
  Published on: 7/20/2006    Last Visited: 9/9/2007  

  Mark Heisler: mheisler@cbsg.comWebmaster: eblackwell@writeme.com

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  CBSG: News - [Cached Version]
  Published on: 7/20/2006    Last Visited: 9/9/2007  

  Hardly surprising, says Mark Heisler, managing partner of CBSG, which does business in Williamstown, NJ, and Philadelphia."When you're a small business, you end up spending all your time just getting things done," notes Heisler."You hear constant complaints about their inability to grow."Heisler advises taking a step back from day-to-day operations to determine where the business is Ð and where you want it to be.Developing strategy is nothing new, he adds.It was en vogue back in the '70s; then came downsizing, rightsizing and chaos."You've got to have a written plan of action," insists Heisler, who expects business strategy to remain on the front burner."It's something a small business needs to do to be competitive," he says.

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  CBSG: News - [Cached Version]
  Published on: 5/1/1998    Last Visited: 9/9/2007  

  by Mark W. Heisler, Partner, Competitive Business Strategy Group

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  CBSG: Our Approach - [Cached Version]
  Published on: 9/9/2007    Last Visited: 9/9/2007  

  Mark W. Heisler and Suzanne Baldino Jones
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  Mark Heisler and Suzanne Baldino Jones
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  In 1996, Suzanne Baldino Jones and Mark W. Heisler founded the Competitive Business Strategy Group (CBSG), a management consulting firm located in Mount Laurel, NJ; a short drive from Philadelphia, PA.
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  Suzanne and Mark are nationally recognized experts in customer acquisition, customer loyalty and customer retention.
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  They first worked together as senior executives in the financial services industry, but to be honest, Jones and Heisler did not become fast friends.
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  Mark, and his uncompromising focus on sales, did little to endear himself to Suzanne who led the service organization.
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  It didn't take too long for them to realize that the combined power of their differences,Jones' service and operational insights and Heisler's sales and organizational development know-how ,offer clients unique perspectives and potent insights.

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  CBSG: Press Releases - [Cached Version]
  Published on: 7/20/2006    Last Visited: 9/9/2007  

  While Wall Street analysts and the various markets continue to react to economic uncertainty, Mark Heisler, managing partner of the Competitive Business Strategy Group (CBSG), suggests that although economic times are good, senior managers must be able to safeguard their company against business cycle downturns.In addition to keeping expenses in check and ensuring that capital is readily available, Heisler believes it is essential for businesses to promote customer retention and loyalty.He suggests this five-step plan:
  
  Obtain Customer Feedback.Know the real wants and needs of your customers.
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  Heisler feels only time will tell whether the current market turmoil is just a "correction" or the indicator of a broader downturn."It has been our experience that businesses only focus on customer retention and loyalty when they are losing customers, new sales opportunities are scant or the economy is bad," said Heisler, maintaining that an emphasis on customer retention and loyalty is good business, regardless of market conditions.

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  CBSG: Press Releases - [Cached Version]
  Published on: 3/24/2000    Last Visited: 9/9/2007  

  FOR IMMEDIATE RELEASE: Contact: Mark Heisler
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  PHILADELPHIA,Every business claims to "focus on the customer" yet according to Mark Heisler of Competitive Business Strategy Group, a sales and customer retention firm based in Mount Laurel, N.J., corporate actions don't back that up.Heisler, a CBSG principal and sales expert, points out the average business loses 20 percent of its customer base each year."Seven of 10 of those leaving do so because they are ignored," adds Heisler.
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  For more information, contact Mark Heisler or Suzanne Baldino Jones at (888) 411-5800 or by e-mail at sbjones@cbsg.com.

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  CBSG: Press Releases - [Cached Version]
  Published on: 7/20/2006    Last Visited: 9/9/2007  

  Each new revelation of corporate misconduct in the financial services industry further erodes investor trust; so say Suzanne Baldino Jones and Mark W. Heisler, management consultants and co-authors of the book, From CellMates to SoulMates: Integrating Sales and Service.
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  Heisler adds, "The repercussions are serious for the entire industry: if you're a financial advisor, a broker or a portfolio manager and you have clients invested in a company that's been tainted by corporate misconduct and you don't address the issue.
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  Baldino Jones and Heisler suggest that many companies take the matter of trust for granted.
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  Heisler concludes, "Just ask a former Arthur Anderson employee about the impact a breach of customer trust can have on a company."

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  CBSG: Press Releases - [Cached Version]
  Published on: 7/20/2006    Last Visited: 9/9/2007  

  CBSG partners, Suzanne Baldino Jones and Mark Heisler (with more years of experience working the retirement marketplace than we care to admit publicly), can help your organization meet the sales, operational and service challenges that lie ahead.

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