As customer engagement evolves, Social CRM poised for major growth
Summary: With the Social CRM industry expected to top $1 billion in revenue in 2012, it’s growing faster that just about any other segment of social business. Yet the classic challenges of dealing with newly empowered customers but slow-evolving enterprise processes are likely to mean plenty of lost opportunity. To catch up, how can companies better [...]
Fusion Garage (of CrunchPad-Joo-Joo Fame) Drops Grid 10 Price by $200 – Only $200 More to Go
Some things just can’t die. Like the zillionth incarnation of what was formerly known as CrunchPad…. then after a messy divorce from TechCrunch became the Joo-Joo (sold a few dozen units), and now it’s back as the Grid 10. I have a funny history with this device. I was a major advocate of the [...]
Your Security Rests With Sites You Don’t Even Own
What if your business could suffer a major security breach even though your own sites were all properly secured and not penetrated? ”How can that happen?” you ask.
Welcome to the world of typosquatting. The problem starts when employees send emails containing sensitive information. If they mistype the name of the destination domain slightly…
Consumers Exert Ownership
I have written on several occasions about how social network users and online community members have exerted their shared ownership of a service to affect changes in policy and feature. This comes about from the reality that a social network without members isn’t much of anything therefore the users in a network have a purposeful [...]
Toyota: Rebuilding and Fortifying a Global Supply Chain (Part 1)
By now, all Spend Matters readers have heard about the massive impact the March earthquake and tsunami had on Toyota’s top and bottom lines (not to mention its employees and the employees of its suppliers). Such a tragic story does not…
Why DevOps matters to business
The cloud means that business people have to care more than ever about application development. But not old-style app dev — there’s a new game in town, called DevOps. While I say ‘new’ it’s been around for a couple of years in the cloud computing arena (I was introduced to it a while back by [...]
HR Leaders: Do You Know How To Answer These Questions?
Dr. Naomi Is In! Unlike my good friend Ray Wang, there are no Naomi clones. Just this solo consultant trying to save the world from bad HRM and HRM delivery systems. And while I’m a pretty productive and hard worker, there aren’t enough hours in a lifetime to support every HR exec who comes calling with their [...]
Choice, Circumstance, Context: The Hilton Hotel & The Vagaries of the Customer Experience
For whatever reasons, the hospitality and travel industries are amazing for providing an endless fount of stories. These stories could almost be called, in a strategic sense, individually customized services discussions – but that resonate with other people. Of course, while it does feel like these are stories of things that happened to YOU- and [...]
