Trends & Concepts

HBR Kick Ass Customer Service

Customer service takes a turn

There’s an interesting article in the January/February issue of Harvard Business Review by Matthew Dixon and some associates from CEB, a consulting group, about customer service agents that I think is worth a look. Most of us understand the phenomenon that new customer service channels such as social, email, knowledge bases and the like have […]

Qualitative data—the other stuff

Qualitative data—the other stuff

We’ve become obsessed with big data and analyzing it though sometimes I think we get in our own way. The issue is that we preferentially collect quantitative data as if it were the only thing worth the time. But in fact, quantitative data is but one kind of data and the information it provides gives […]

Looking forward

Looking forward

Traditionally in this piece I try to peer into my cloudy crystal ball and forecast the year ahead in CRM. Sometimes I’m close, other times not but my predictions are quickly forgotten either way. This year, I’ve decided to just say what I want rather than what might realistically happen and since my vote has […]