First Take: HP Acquires Autonomy
On August 18th, 2011 HP announced some changes to their business – including the acquisition of Autonomy. I was curious…
Building a Customer-Centric Systems Architecture
Over the last 5 years, retail-based organisations such as banks and telecommunications providers have been transforming from product-oriented systems architecture…
Customer Churn and Retention
In any business competitors are always looking to grab your customers, and many customers are on the lookout for a…
Outages: Cloud Customers Cry Out for Communication
What is the collective noun for a number of cloud outages? A thunderstorm? A puddle of…? A wave of major…
Does Data Quality Matter in Social Media?
Data driven marketing is reliant on high quality data, but with the introduction of social media and its pervasiveness in…
What Makes Dell’s VoC Program So Great?
The breadth of Dell’s VoC initiatives would be impressive for any large consumer business. They believe what sets them apart…
Want Magic? Spill the Secrets of Your Black Box
With the rise of cloud computing, it’s easy to get the impression customers don’t care how a particular process or…
Voltaire, Apple, and the Myth of Perfect
I’ve been doing a great deal of research on Apple lately for my new book. In so doing, I’ve stumbled…
5 Key Tech Trends Driving Social CRM
One year ago (June 15th, 2010 to be precise), I wrote a post titled Social Media: The New Front End…
Five Subscription Page Absolutes: Ask for the Right Information
It seems basic, but sometimes we forget what should be done when signing people up for our emails. Here are…
