Practice Leader, Sales, CEB
Nick Toman oversees the global research operation and product development for CEB’s Sales & Service practice. For the past decade, Nick has conducted numerous research studies in the space of customer service and sales effectiveness and presented these findings to Fortune 500 business leaders and management teams. Nick’s expertise spans a variety of topics including talent management, customer experience management, sales and service operations management, sales and service strategy, sales enablement and organizational culture. He most enjoys researching the intersection where behavioral economics and social science meet traditional business management.
Nick has been published three times in Harvard Business Review with his articles “Dismantling the Sales Machine” in the fall of 2013, “The End of Solution Sales” in the summer 2012 issue and “Stop Trying to Delight Your Customers” in the summer 2010 issue. He is a co-author of the newly released The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results and was a principle contributor to The Challenger Sale: Taking Control of the Customer Conversation and ongoing research on the Challenger and Insight Selling Methods™. He is also a co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty. Nick is a frequent contributor on sales and customer service topics for a number of blogs, including that of the Harvard Business Review and Freakonomics.
Nick holds dual degrees from the University of Chicago: A.B., Sociology and A.B., Law, Letters & Society. He graduated with both general academic honors, as well as departmental honors in Sociology. Nick currently resides in Washington D.C., with his wife and son. In his spare time, Nick competes in tournament fishing and enjoys other outdoor activities.