What do you mean you don’t have the data?!?!?
If you don't have the data. then you can't have the right information. If you don't have the right information, you can't derive any meaningful insights from it. If you don't derive any meaningful insights, you can't create a competitive strategy. If you can't create a competitive strategy, … Read More»
The Digitization of Human Interactions: From Long Tail to Mass Disruption
Photo Credit: ceibs.edu "Because the purpose of business is to create and keep a customer, the business enterprise has two, and only two, basic functions: Marketing and Innovation." - Peter Drucker Last week I had the pleasure of spending some time at Online Marketing Summit at the Hilton … Read More»
Trust: It matters (more than you think)
"Organizations are no longer built on force, but on trust" - Peter Drucker "Technique and technology are important, but adding trust is the issue of the decade" - Tom Peters "Mistrust doubles the cost of doing business" - Professor John Whitney, Columbia Business School "As you go to work, … Read More»
Customer Relationship Innovation for the Emergent Social Business
Speaking at an event hosted by SugarCRM and IBM Social Business this week, I informally polled the audience. "How many of you are NOT on facebook?" No hands were raised. "How many of you have a twitter account?" Most of the room raised their hands. "LinkedIn?" Most of the room again raised … Read More»
In an era of crisis & revolution, is your company the next target?
We are living in interesting times indeed. Geo-political revolutions, financial crises, economic uncertainty. Try as we might to ignore them, the fact is that the very fabric of capitalism is being re-evaluated, and perhaps even rewoven. What we have assumed and known for at least 150 years is at … Read More»
Networks, Signals, Reputation and Delight
The era of mass marketing, sales driven information gathering and sharing, and being "just good enough to win" is being shattered by the rapid emergence of a smart, networked, and increasingly demanding generation of empowered customers. In the fragmented and fast moving world of concepts, … Read More»
The frog who noticed the boiling water…
There were once a bunch of frogs. They all jumped into a pot of water. You know how the story goes. Except... in this case, it ends differently. As the heat is slowly turned up, something happens. One of the frogs looks around, and actually notices the heat. He begins analyzing and forecasting … Read More»
The Future of Customer Relationships: Where is all this heading?
Shifts in technology and human behavior are rapidly changing customer's expectations of companies. Things are moving so fast, that most executives are not only trying to catch up with the changes, but identify what some of the changes are. Understanding what those changes mean to each business is a … Read More»
Social Media, Collaboration, and Customer Insights with an elite group of experts: April 4-6, 2011
When SugarCRM asked me to assemble the social track for SugarCon, the first thing that impressed me was the "spirit" of the track, and conference for that matter. It had little to do with touting Sugar; the company, or the products they make. Rather, it was all about creating a gathering of thought … Read More»
It’s a 2.0 World – Part One: A recap of the Sales 2.0 conference
It's a 2.0 world. Everywhere I look, there's either a 2.0 on the end of a word, or social at the start of it. Hype and hyperbole bombard us with new shiny toys, and snake oil to cure what ails us. However, beyond the rah-rah and kumbaya, there IS INDEED a shift going on around us. The shift is … Read More»
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