Enjoy the best of my blogs on KM and Innovation and look for more on this topic during the next 12 months:
First Anniversary BlogFest – The Best of KM
September 21st, 2009 · No Comments
Tags: High Performance Workplace · Innovation · Knowledge Management · change management · cultural change
CRM Innovation and Best Practices
August 11th, 2009 · 1 Comment
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 [...]
Tags: Decision-Making · Innovation · Knowledge Management · Strategy
CRM and Innovation — Short Stories
February 10th, 2009 · 1 Comment
I hear a lot of stories on customer service (who doesn’t?). Here are a few recent stories on contact centers that may stimulate your own thinking about innovation.
My favorite story is from a bank that noticed their younger contact center agents were using social and personal computing in the call center – they would IM [...]
Tags: Uncategorized