Outsourcing and the Circle of Trust
A colleague told me about an outsourcing firm which refuses to adopt SaaS for internal operations because they do not external eyes having access to their data. The irony is seemingly lost on them that their own staff can eye data of hundreds of their customers! And not sure they realize a trend I saw [...]
Kudos for Zuora
On demand billing and payments company, Zuora, has been named the OnDemand 100 Company of the Year by AlwaysOn, a Silicon Valley web property that tracks activities in emerging companies. As you know if you’ve been here before, Zuora was one of the earliest movers in the market for on demand billing services for companies [...]
The Little Things that Serve #1
About a week ago I wrote a post called “The Little Things That Serve.” I mentioned that I wanted to start an ongoing series where any of you who want to write in could tell me customer service stories and then give me your idea on the best or worst practices derived from the experience [...]
Why CRM Works
I have great admiration for the work of Daniel Kahneman. He’s an Israeli psychologist whose work with the late Amos Tversky won the Nobel Prize in Economics in 2002 even though neither was obviously an economist. The pair built the foundation for behavioral economics and did early work on framing, or how we perceive issues [...]
Introducing Spend Matters Advisory (and the new Spend Matters Group)
Spend Matters (and our parent organization, Azul Partners) has been quietly building up a cool business the past few years. The only thing increasing faster than our revenue and cross-site traffic — we’re currently up to nearly 100,00…
