Tips for Utilizing Customer Experience Data.
Customer knowledge and experience data can provide a multitude of business intelligence for companies to make better business decisions, yet it is…
The Social Customer Bill of Rights
The social web has empowered and changed behavior and in general is having a broad impact on the way people…
Enterprise 2.0 Pilots
Andrew McAfee started an interesting discussion recently with his post Drop the Pilot. McAfee makes no bones about the fact…
My Regression Theory on Organizational Destruction
In which Jill confirms that everyone who runs backwards does so awkwardly. It’s a familiar story. An executive at a…
Self-tracking: “If man were meant to fly” and other objections
Self tracking for performance has a place on the map now thanks to the May 2 New York Times Magazine…
An Enterprise 2.0 Framework for Success
Around a week or so ago I presented online at the social business summit on making Enterprise 2.0 work. It…
Why Social Media will drive adoption of SaaS CRM
SaaS CRM (Software as a Service) has been around for a while. Salesforce.com, one of the largest service providers in SaaS CRM…
PMML support is growing rapidly. From down under and into the stars!
Back in November 2009, I reported on PMML and Open Source Data Mining, highlighting the support open source tools offered…
Does Everyone Deserve Great Customer Service?
This post was inspired by a discussion over on the CRM Outsiders blog that was in turn inspired by a discussion over…
The “Right” Degree of Automation
Social media monitoring and measurement is hard. Knowing what to do with the data, how to respond and how to…
