Airbnb: Inside the mind of a site reliability engineer
How does Airbnb ensure its massive site operates without failure or interruption? We learn the secrets directly from someone on the Site Reliability team.
The Why (and Why Not) of Customer Journey Mapping
If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM). I explained a large part of it in my […]
Hillary Clinton Attacks Uber, Airbnb
On the wrong side of history yet again, Hillary Clinton has decided that her road to the White House is tearing down one of the great economic movements of the last decade, the sharing economy. In an economic speech she is planned to give, Clinton will highlight the stagnating wages of the middle class and […]
What modern CRM looks like in a natively-digital world
This more modern version of CRM is enabling natively-digital world to throw down the gauntlet on businesses that do not obsessively design and continuously optimize a customer-centric experience.
You are supposed to break the rules
Great entrepreneurs truly do not care about the rules. If you haven’t noticed, there are a lot of rules. Some come and go with the times, others never seem to go away: You are supposed to dress a certain way Finance your company this way You pitch deck should look like THIS You, in your industry, […]
Future of CRM: Next Gen CRM does not look like CRM
Since leaving Salesforce after five and a half years, I am often asked by entrepreneurs and venture investors what the next generation of CRM looks like. Or the billion-dollar question: Who will disrupt Salesforce.com?I have seen well written articles about the future of CRM like this post but I don’t view the world of CRM through this […]
Online Business Model Innovation
The Internet is enabling some very innovative and creative twists on traditional business models. Back in the day (you know, 1995ish) businesses made money simply by selling a product or service directly or perhaps indirectly through a distribution partner. Value…
