Disclaimer: The following will not escape the impression of self serving. Cynics should move on, but, you know, fools rush in….
For the past six days I have been locked in an ever-more-involving review of my research by my peers. This is a piece of work that involved an assessment of software. My position was challenged [...]
Entries Tagged as 'Uncategorized'
Behind the Scenes at Gartner
October 14th, 2009 · No Comments
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Chatty and Catty and other Effete Tweet Bleats
October 9th, 2009 · No Comments
I am still on the fence about Twittering. I’m even becoming more reluctant to post a blog. First off: for every point of view I might proffer, there may be a logical counter-point. Yet, there is something much darker out there in the blabbersphere: a bit of the passive aggressive. The little voice, half informed, [...]
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You have no rights in Social Networks. Check your HTTP referrer headers.
September 24th, 2009 · 2 Comments
One of the first discussions parents used to have with their children as they emerged into teenagers might have been dating, jobs, savings, and responsibility. But it wasn’t mine with my oldest daughters. It was not about the person they are, but about the persona they want to be known by on the internet. As [...]
Tags: Customer Centric Web · Innovation and Customer Experience · Social CRM · Social Networking · Social Software · Twitter · Uncategorized
A Health Care System and other US CRM Oxymorons.
August 25th, 2009 · No Comments
Ours is a family of five. We have family members in Graduate School, university, elementary grade, and two full time workers. Medical insurance, dental insurance (and life, homeowners, auto and property) insurance. There is separate insurance for ophthalmology. Every organization requires documents proving the same things: birth, social security, marriage, divorce, adoption, student status. Some [...]
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Software as a Service and other Not Sure Fire Ways to the Top
August 20th, 2009 · 1 Comment
The day my wireless connection dropped on vacation turned out not to be the end of the world. I didn’t know if we’d get a table for dinner, or map the direction to everything in the world from cinema to fish market to town hall. I couldn’t search, couldn’t post, and walked out into the [...]
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No Independence Day for most of IT or Customer Service
July 3rd, 2009 · 2 Comments
My last blog brought out the brickbats from IT professionals who, to a person, said, “Hey, don’t blame us: we’re powerless.” Funny enough, I took that point of view when I wrote the piece the first time. Then I thought of the calumy that would be heaped upon my poor head. Dare I say IT [...]
Tags: CRM · Customer Centric Web · Innovation and Customer Experience · Social CRM · Social Networking · Uncategorized
IT lacked the prowess to perceive or advise on the unfolding crisis.
July 1st, 2009 · 2 Comments
The analysis from consulting firms, the business blogs, the Press reports and the tomes from academia are all looking back at the past seven years and explaining how it was that the planet fell into the economic mess that we are now experiencing. In November of 2000, my good friend David told me to get [...]
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Can CRM keep up with Twitter?
June 9th, 2009 · 3 Comments
In a round of client visits that took me 17,500 miles in eight days, and to meetings with over 75 businesses over five time zones, I saw experiments with Twitter, SMS, FaceBook and Wikis that laid bare the huge gap between where businesses want to be in engaging customers, and where the major business software [...]
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Enough whining – your customers are waiting.
April 8th, 2009 · No Comments
So much came so easy to so many for so long that now, with the tires going soft but the wheels still on the bus, there is the tendency to pull over and wait for a miracle. Enough analogies with the car industry, but the reason I allude to them is because what happened in [...]
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The CIO pauses on CRM when you should bowl forward.
March 31st, 2009 · No Comments
What else are you going to do with your tight budget besides invest in processes that will bring you closer to the customer? Money in the bank earns nothing. Investors are already aware that your earnings and profits will come in low. But you could really incite them in a positive way if they were [...]
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