Kathy Harris

Search and social software are not KM — no “get out of KM jail free” card — yet!!

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I’m at Gartner’s  U.S. CRM conference in Phoenix this week and our attendees will hear research on a broad range of strategies and issues. In fact, by noon on Monday (just in the first four hours of the conference), they will have heard about which CRM strategies to cut and which to keep; Web-centric customer relationships; [...]

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Any complex initiative demands good planning, design, development and implementation. However, the teams that manage innovation initiatives often do these things well and still don’t succeed.  Most often, the failure point occurs after implementation and during the socialization of change –the first six months of an innovation’s life.  Socialization means that the people using the innovation adopt and internalize the [...]

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In some recent research, I discussed next generation jobs, specifically those aimed at engaging people through the Web, communities, and so on. Here’s an excerpt from that research: 
“… organizations will struggle to keep pace as they integrate rapidly changing behaviors and technology into already established business culture and infrastructure. To succeed in “consumerizing” corporate technology, [...]

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In a recent blog, I suggested that the rapid change in technical and business skills will force organizations to increase their employee education – perhaps to the point that employers become the main educators of the Web workforce. 
The risk in technical and business skills is high and is clearly top of mind for many organizations. [...]

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Recently, I’ve discussed IT strategy with many government and private sector organizations who are implementing new packaged systems and applications. In many cases, these are enormous undertakings that will take years to accomplish. And, the massive business changes that have occurred since the current system was implemented have added to the already complex environment and this will be difficult to re-automate. 

Here [...]

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The Web is currently the most fruitful area for innovation — every day, new ideas emerge along with new uses for old ideas. The difference in innovations from the Web and those from other sources is who is driving the change. Web innovation is led by individual consumers (acting alone or in communities) and by [...]

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I’ve spent the last few weeks on the road meeting with CIOs and IT leaders. Most of our discussions have involved strategic planning. Maybe it’s just that time of year or the current state of business, but many organizations seem to be struggling with redefining their strategy for the next 3-5 years. They tell me that strategic decisions and planning are more difficult [...]

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I’ve just completed a presentation on CRM and Innovation, including analysis of where and how to find great ideas. The truth is I don’t see many new ideas and innovations in CRM right now – and there’s a good reason for that. CRM is a well-established strategy with well-defined processes and loads of vendors, advisors and [...]

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In my career, I’ve generally looked at any project or investment for the long term. I worked in organizations whose point of view was that investments in innovation or technology or services should be leveraged as broadly as possible. So, in many projects, we looked not just at current needs but also at future needs and we scoped initiatives [...]

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