Author: Phil Friedman

Avoid Confusing Customer Relations Management With Customer Service

by Phil Friedman, Marine Industry Consultant In one of its brochures, a leading developer of CRM software explains customer relations management in the following way: “… CRM is customer relationship management … CRM lets you store and manage prospect and customer information, like contact info, accounts, leads, and sales opportunities, in one central location …… (more)

Marinas and Boatyards Need Marketing Strategies That Fit Their Business Models

Fad Advice on Marketing Often Has Little to Do with Real Needs As I’ve said before, I don’t pretend to be a marketing guru. I have, however, been involved in marina and boatyard management for more than three decades. As a result, I have had opportunities to develop and run several marine-related marketing campaigns. Consequently,… (more)

Interest-Based Negotiating: Taking the High Road

Leverage and Power are NOT the Only Bases for Negotiations by Phil Friedman, Marine Industry Consultant Many businessmen and lawyers will tell you that the key element(s) of successful negotiating are “leverage” and “power.” According to them, success in achieving a negotiated agreement reduces to which party has the stronger hand. The problem with that… (more)

Outsourcing for Marinas, Boatyards, and Other Small Marine Businesses

Cost-effectively Meeting the Need for Strategic Expansion and Improvements by Phil Friedman, Marine Industry Consultant Even in this recovering recreational marine market, I’m finding that a significant percentage of marina and boatyard operators remain reluctant to undertake strategic expansion or make long-needed improvements. Their inertia may be fueled by a FOAP (Fear of Added Payroll)…. (more)

Finding A Place In Marina Operations For Automation

My first serious job in the recreational marine industry was managing a small 40-slip marina and trailer park on the Lake Erie shore. That was at a time before anyone ever heard of a desktop computer. A decade later, I found myself with upper-level management responsibility for a 100-slip marina and full-service boatyard on the… (more)