<Circa 2000> "DVD Player, Check" "LeapPad, Check" "Discman, Check" "Laptop, Check" "Car Chargers, Check" "Ok, the kids are ready for the car ride!" <Circa 2012> "iPhone 4S, Check" "iPad 2, Check" "KindleFire, Check" "Macbook Air, Check" (Batteries last all day) "Ok, I am ready to go to work now" The Back Story For those of [...]![]()
By on Jan 25th, 2012.
Customers dream about personalized, contextual, proactive customer service experiences — where companies deliver an experience tailored to their persona, their past purchase history, and their past customer service history. They want each interaction …
By on Jan 21st, 2012.
Communication and collaboration are fundamentals of success — here's how to avoid common problems that lead to failure.
By on Jan 20th, 2012.
Quick thoughts and a video on the latest from the Consumer Electronics Show 2012.
By on Jan 16th, 2012.
I don’t make it my job tracking trends in the CRM software market, Paul Greenberg already does this here http://www.zdnet.com/blog/crm/crm-watchlist-2012-the-winners-list/3966. After reading his post today, though, I decided to circle back to a quick and dirty analysis I did the other week after hearing that Google Insights actually had a strong correlation to related economic data (the economic data typically lags by a few months). Does the success and revenue of a CRM software company related closely to trends in search activity? I don’t work with all of the vendors, so I can’t answer that question. But, based on those I do work with, and the hype I see in the market relative to others, I can make some pretty good guesses. Let me know what you think after I’ve laid it all out.
By on Jan 10th, 2012.
With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year? Here are the top trends that I am tracking. My full report will be published…
By on Jan 6th, 2012.







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