Affiliate Programs and Affiliate Reviews
I wasn’t sure what the reaction would be to last week’s column on customer experience.
Maybe I hang around with vendors and other analysts too much, because customer experience is a hot topic among, us and it’s generally seen as a good thing. However, judging by last week’s mail and some further digging at the Harvard Business Review’s Web site, it appears that there are at least two camps with decidedly different views.
I wasn’t sure what the reaction would be to last week’s column on customer experience.
Maybe I hang around with vendors and other analysts too much, because customer experience is a hot topic among, us and it’s generally seen as a good thing. However, judging by last week’s mail and some further digging at the Harvard Business Review’s Web site, it appears that there are at least two camps with decidedly different views.
Customer experience reared its head in my life this month. My phone service went out, which was not a catastrophe for me because in addition to the landline, I have a cell and a nifty VoIP line that lets me talk through my computer. Parenthetically, I love my VoIP line because, though I live in the Boston area, the VoIP line has a 415 area code, which you may know is San Francisco’s.
In our industry, we live on innovation, and innovation takes capital — something that has been in short supply over the last couple of years. Venture funding took a massive hit in 2009, but there are signs that the trend might be bottoming out. If it is, we might all learn to exhale again.
I almost never attend a webinar unless I am speaking. When I need to know something, I usually get a one-on-one with a CEO or other leader of a company. They’re very gracious with their time, and the tutelage helps me as an analyst, though often I don’t run out and write something about my experience.
New research from Harvard Business School and the Pew Research Center’s Internet & American Life Project give new perspective to the social media and social CRM phenomenon and raise a yellow flag for all those people proclaiming social media the second coming. First: Harvard. The Economist ran one of its special report sections this week on social networking.
What exactly is cloud computing? The question just doesn’t go away, and as the year starts, SugarCRM has just released a white paper — “The Sugar Open Cloud” — offering its definition and its argument for why its vision is superior. I am not sure about either. Full disclosure: I like SugarCRM and have a lot of respect for what they are trying to do.
One of the reasons that sustainability is such a big issue for all of us is the way the marketplace has shaped up in the last few years. A telltale sign is the initial public offering market. The once-vibrant activity of bringing new companies to the stock markets has shriveled up, and with it you have a graphic description of a relative lack of innovation in the economy.
One of the reasons that sustainability is such a big issue for all of us is the way the marketplace has shaped up in the last few years. A telltale sign is the initial public offering market. The once-vibrant activity of bringing new companies to the stock markets has shriveled up, and with it you have a graphic description of a relative lack of innovation in the economy.
“Sustainability” has been the key issue capturing my attention this year, so it makes sense to tease apart just what that term means for CRM. To me, sustainability is about business processes that are repeatable and, more to the point, processes that both sides readily engage in.
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