Why conventional CRM requirements gathering is flawed...
The conventional wisdom has it that that CRM requirements gathering consists of assimilating lists of functional requirements and then prioritizing and ranking them. On the surface this all seems very logical, but in practical terms it doesn’t work. Since this is the approach that most organizations take, I thought I’d take a few posts to explain why this approach is fundamentally flawed, and to outline a significantly better alternative. Before I get too far into solutions I’d like to use this post to illustrate the sorts of things that happen when people adopt the ‘functionality first’ approach and it goes something like this:
The 'Value' of Friendship
Today, Appirio released Appirio's new Referral Management Solution. You may have seen some of the positive coverage of the product already, but we wanted to provide a deeper look into why we created it and why it's so valuable for helping...
Read more about The 'Value' of Friendship...Yahoo’s BOSS Search Mashups
Last month Yahoo! announced BOSS, its Build Your Own Search Service, which "allows developers and companies to create and launch web-scale search products by utilizing the same infrastructure and technology that powers Yahoo! Search." The REST API...
Read more about Yahoo’s BOSS Search Mashups...HP Rolling the Dice on Data Warehousing
Shortly after taking the helm of Hewlett-Packard in early 2005, Mark Hurd realized that, despite being one of the world's leading technology suppliers, HP had an embarrassing and crippling technology problem.
There was no easy way for executives to...
Read more about HP Rolling the Dice on Data Warehousing...How to Choose Your Carrot - ReachForce Book Club
This week we’re reading and talking about Connect Direct’s whitepaper – How to Choose Your Carrot: Effective Lead Generation Offers for High-Technology...
Read more about How to Choose Your Carrot - ReachForce Book Club...Customer Experience Index Scoring
Continuing with the 4th in a series (#1) (#2) (#3) discussing Customer Experience Indexing (CEI) as a way to measure, plan and act on customer feedback. Again, thanks to those who have offered comments and questions so...
Read more about Customer Experience Index Scoring ...The Forces of Long Tail Software and Services
Chris Anderson's book on "the business of selling more of less" has enlightened people's thinking about current market economics where modern day technology and the Internet has enabled long tail ecommerce to flourish. For this blog post, I...
Read more about The Forces of Long Tail Software and Services...