Customer Service, the New Marketing in the Era of the Social Customer
Okay, I’m not the first person to write about this idea, but it has been on my mind lately, so I wanted to share my perspective on what I think is a very important change that is starting to occur for businesses and customers. The social customer is a term that is used quite a [...]
The Next Social Media Challenges
The day of constrained IT is over. The time when throughput, processing windows, DASD shortages, memory constraints, slow processor speeds, etc. are effectively over. Even when companies experience short-term computing crunches, cloud services like Amazon’s EC2/AWS are there to deal with spikes in demand. This is a critical learning point as the lack of constraints [...]
Short Tale Judging 2012
Short Tale Award 2012 Last year we introduced the Short Tale Award as a way to give companies a chance to showcase the videos they were making for front office business operations — sales, marketing and service. Well, that was pretty cool. We received many entries and posted the best, along with our award on [...]
The Disruptive Shifts: Calling Out Social Business Amongst Mobile, Cloud, Consumerization, and Big Data
There’s a sense of profound change in the air in the large companies I speak to these days. The rapidly changing consumer technology world, along with a huge helping hand from the Web, is fundamentally changing how business gets done.
Most of us have either witnessed this or have read it the press. We [...]
Walmart — Investing in Diversity (Women-Owned Businesses, That Is) For the Right Reasons
When supplier diversity becomes simply a whisper down the lane, reporting exercise built around a check-the-box mentality for Federal reporting, it’s pretty clear what the ultimate outcome of such programs will become. Namely, an inter…
Looking Ahead: Today’s Disruptions, Tomorrow’s Enterprise
Today if you ask me what the most disruptive and impactful technology “pillars” are I’d answer much like you’d expect; cloud, mobile, social and big data. In fact I was on a panel at the CRM Evolution conference a couple of weeks ago discussing exactly this topic. If I dug a little deeper, which I [...]
Breaking News (During the Last Month)! My Perspective…
It has been (edit: over) a month since the last time I posted something on this blog — and yet, my readership numbers are about the same (well, at least in this medium – my readership in syndication is way down — I guess they only care about new stuff over there). So, first of [...]
Accounts Payable, The Role of Process, The CustomerNever Think Bloodless
As anyone who knows me, knows (me), I speak at a lot of conferences. I get the opportunity – and never see it as anything less than a true “thank you” opportunity – to put out my sometimes saw-toothed thoughts in front of hundreds of thousands of people a year – and they often genuinely [...]
Consultant travel revisited
Rawn Shah just started reading my book and came across a section I title “empty calories in infotech”. One of my roughly 20 examples of low-payback spend is IT consultant travel. Rawn works for IBM’s software group, but has plenty of colleagues on the services side (IBM, after all is the largest outsourcer in the [...]
Time to Ask the Adult Questions for Social Business
You all know uber-smart Sameer Patel. If you don’t, you must. He tweeted something yesterday that stuck with me through my excellent meetings and phone conversations (if I talked to you yesterday, please consider yourself thanked for restoring my faith in technology and business – it was a most awesome day as Bill & Ted [...]
