Oootsourcing done right?
Being a good Manhattanite, I’m a ZipCar member/customer. Just had to call customer service because I had an outstanding balance (hey, it’s call “float” – learned this thanks to my fancy MBA). Anyway, I just called the customer support line and a very friendly woman answered the phone and helped me quite quickly. Turns out [...]
Ariba Exchange: Social Media Meets P2P Expertise Meets Category Knowledge
I?ve been trolling around the Ariba Exchange quite a bit in the past couple of weeks. The site, along with Ariba SupplyWatch provides some of the best free content I?ve seen out there in the market. Ariba Exchange is a relatively new site, one that …
Oracle Plays with the Fire that Burned SAP
There’s nothing sweeter for a blogger than irony, and the news that Oracle shut down a popular — and perhaps a little too honest — support blog run by an internal Oracle employee provides buckets of blog-worthy irony. Irony is all in the timing, and Oracle couldn’t have picked a worse moment to exercise some [...]
SAP’s Vishal Sikka on SaaS
Published here for the first time, my interview last summer with SAP CTO Vishal Sikka may shed some light on the company’s intentions for SaaS and cloud after its tumultuous management shake-up last week.
IT failure? Blame your CEO.
It’s time to starting thinking about the CEO’s role in determining the success or failure of IT initiatives.
Do Whining Customers Negate the Power of the Social Customer?
Fellow Enterprise Irregular Vinnie Mirchandani seems to think so. Vinnie tells the story of uber-Twitter-maven Kevin Smith’s troubles with Southwest Airlines. Keven evidently ran afoul of Southwest’s 3 decade-old “customer of size” policy. Smith was recently shown off a flight that was full because he wouldn’t fit between two other passengers and hadn’t purchased a second [...]
Career success in today’s businesses
Few firms ever really tell you how to get ahead. Even those that do often leave out some critical information. If you’re lucky enough to get a job offer these days – read this post.
IBM BlueWorks Online BPM Community
I had a briefing a couple of weeks ago on IBM BlueWorks by Angel Diaz and Janine Sneed from the BlueWorks team. BlueWorks is IBM’s cloud-based BPM environment, providing the following capabilities:
Browser-based modeling, including strategy maps, capability maps, process maps and BPMN processes.
Pre-built content to supplement or replace a BPM center of excellence (CoE), including [...]
China: Red Chips and a New Type of Supply Risk
Corporate scandals and arrests in the West often skirt the business headlines, making news one hour and quickly getting buried the next. The case is a bit different in China, however, which appears constantly ready to point a figurative finger at the…
Setback for the social customer
By Vinnie Mirchandani on February 16, 2010
Paul Greenberg is on a crusade to educate the corporate world about the social customer. His new book, his seminar series are all aimed at that. As he is quoted in my upcoming book “Social CRM measures not just Customer…
Posted in Business | Tagged Business, customer service, Customer Support, Industry Commentary, Paul Greenberg, southwest | Leave a response