Posted on December 1, 2009. Filed under: Engineering Processes | Tags: CRM, efficiency, management, off-shoring |
At Swimfish we have been fortunate to have a lot of business, business that exceeds the capabilities of my engineering teams on the east and west coast of the US. Of the last few months I have been outsourcing some of our development efforts and, while it has gone well in some areas, it has [...]
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Posted on October 27, 2009. Filed under: Social Support Communities | Tags: CRM, efficiency, innovation, Social Business Design, Social Business Strategy, SSC |
I asked my good friends at Sonicbids for their thoughts on the Parature Social Support Community (SSC) that they deployed to replace their home-grown customer support solution. My primary reason for chatting with Sonicbids was to cut through the marketing hype that you sometimes experience with referenced customers. I will continue to identify customers of [...]
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Posted on October 21, 2009. Filed under: Random thoughts | Tags: communication, efficiency, innovation, management, process |
As I noted to the Twitterverse I had the great pleasure of sitting on a panel, moderated by Michael Krigsman, covering the topic of how to best measure project success. The audience and my co-panelist were great and it was a fantastic experience. While I won’t capture everything from the meeting I wanted to take [...]
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Posted on October 9, 2009. Filed under: CRM, Social Business Strategies | Tags: efficiency, innovation, CRM, SSC, Social Business Design |
I will avoid opening up the discussion on nomenclature but let’s just note that I feel CRM (the combination of tools and processes) has been, in large part, a failure. While no single group is without guilt I do feel that the three major participants in CRM have all dropped the ball, not any one [...]
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Posted on August 29, 2009. Filed under: Leadership | Tags: communication, efficiency, management, metrics |
I have the pleasure of interacting with business and IT leaders on a regular basis. At times I am asked to evaluate a company’s IT organization and provide feedback. When failures are observed they often go back to what I refer to as the three Cs: Commitment, Communication, Capability.
Commitment.
Too many IT organizations have adversarial relationships with the [...]
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Posted on August 20, 2009. Filed under: Careers | Tags: efficiency, management |
I went on a college visit today with my eldest daughter, checking out the University of Rhode Island. My daughter is fairly sure that she wants to study marketing and we have been checking out local schools to determine who provides the best options.
My daughter, like most incoming High School seniors, has no idea of [...]
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Posted on July 16, 2009. Filed under: CRM, CRM Thoughts, Random thoughts | Tags: CRM, efficiency, innovation, Social |
Let me note at the top of this post that I am neither passionately for, or against, off-shoring of any effort. Also note that this post is meant to express my very strong opinion. I am, however, hoping to hear back from all of you on this subject so that we can, collectively, reach a point [...]
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Posted on June 23, 2009. Filed under: CRM | Tags: apps, CRM, efficiency, process |
I will soon be sharing a couple of posts on usability in CRM systems as well as some thoughts on the role of AI in mining social data for your CRM system. However, in the mean-time, I am putting most of my mental energy towards some internal projects I have underway.
Instead of me, and others, [...]
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Posted on June 4, 2009. Filed under: CRM, CRM Thoughts | Tags: CRM, efficiency, Social |
I believe that CRM systems, when properly implemented and with the necessary corporate sponsorship, can enable a customer to reduce operational costs and increase revenue through the generation of new business. For the sake of this post I will assume you agree, if you do not, let me know.
As businesses continue to struggle financially they [...]
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