Reengineering Is Very Much Like Sex
Sex Sells!
For reasons too complicated to explain, even to myself, I’ve been doing a lot of clearing out of the “underbrush” in my office over the last couple of weeks. Some of this was absolutely essential because the physical piles of papers that will never be read, the files of long gone clients, the insights [...]
Reengineering Work: Obliterate AND automate
I have been invited to moderate a customer panel on next-gen BPO at the Cognizant Community event next week. The theme of the conference is The Future of Work”. When I look at the wide range of industries represented on the panel, the economic models behind today’s BPO, the technologies which are influencing every business [...]
Your Customer Service Duty
There’s good news for any manager who has grown exasperated with trying to delight customers through “over the top” service. You may be working too hard and the benefits are not forthcoming. We’ll do anything to keep customers because they tend to buy more from us and the cost of replacing them if they leave [...]
Analytics Is the Social CRM Secret Sauce
A lot of information is coming together this quarter that begins to put new spin on Social CRM. While we’ve all been busy getting networked in our personal lives and professionally, a huge mountain of data has been accumulating that will make our work in social technology more valuable. Last week Harvard Business Review released [...]
The VC Shakeout
This piece in HBR is must read, it details why there will be a lot fewer VC funds in the future. The sky is falling on the venture capital rainmakers. Over the past 10 years their quarterly internal rate of return (IRR)—the primary measure of VC success—was dismal, hovering in the single percentage points and [...]
Cisco Will Prove the Model
It’s about that time again when bloggers and pundits start thinking about predictions for the New Year. I took a look at mine for 2009 and was pleased I was correct at least some of the time. One that is coming true, albeit a little later than I had hoped, is this one:
John Chambers [...]
