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My fear with all of these tools is that the act of capturing information becomes more pressing that solving urgent needs.

The 13% of salespeople that actually understand their audience's problems, to me, shows that the process and checklist obsession is of no use if empathy is lost. This info has been nicely cataloged, but the customer feels like an object.

Insight is amazing, but listening and understanding the pain is the key to addressing it.

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