Net Neutrality, Are We Losing the Battle?
I was working on some more research on business model innovation the other day and as I thought about the role of the Internet in business model disruptions over the past 15+ years, I couldn’t keep my mind from wondering back to something that has troubled me for the past couple of weeks, the proposed […]
Meeting Customer Expectations (Video)
Here’s another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I’ve written and talked about this for some time, so none of it should be particularly new. In…
Government Mass Surveillance Will Create a Surge in Technology Spend
How the NSA hacked Google in one simple graphic. Photograph: Washington Post The Guardian has a presentation called The NSA Files that is the most brilliant rich media presentation of a complex subject I have ever come across outside of a museum. So go read it, even if it is just to see the presentation. […]
Presentation: Getting Maximum Value from Your Customer Community Investment
The following slides are from a presentation I did on 8/20/13 at CRM Evolution conference in NYC.
Re-Imagining the Old Company Intranet
Every company has one, and, let’s be honest, the vast majority of them stink. I’m talking about the standard-issue (and still industry standard) Company Intranet — typically, a collection of Web pages where companies stockpile resources like employee handbooks and policies, the company directory, health and benefit portals and other content that sees some activity […]
Building a Customer Experience Strategy
This sounds like an ambitious post and I guess it is, but let me say up front that there is no “one size fits all” answer to how to build a customer experience strategy. There are though, some things that you should consider and some tips that are working for some of my clients. What […]
Cloud to Enterprise: Resistance is Futile
At the end of its Journey to the Cloud, will an enterprise still be running its own data center? Perhaps, but if it does, it will be much, much smaller. It will be the Private Cloud part of a Hybrid Cloud that will run only a small portion of enterprise workloads. On the other hand, […]
Technology and the Effective Marketer (Part Two)
In part two of this series I’ll focus on the comprehensive marketing technology solution and then in part 3 we’ll look at customer intelligence driven marketing, the customer data value chain and the technology that underpins that approach. One of…
Technology and the Effective Marketer (Part One)
Marketing, more than most business functions, has seen a great deal of disruption and change over the past several years, fueled by the Internet, the social web, social media and social networks. The dramatic change in customer / prospect expectations…
I Want My Customer Data
For the last few years, I have been using Mint (mint.com) to keep track of our household expenses. My needs are very simple. I want to be able to answer simple questions like “How much are we spending on regular monthly expenses?” and “How much is going towards discretionary expenses like eating out?”. But I […]
