Every major organization has some form of customer call center. You may have renamed yours “contact center.” They are manned by staff that are trained, tooled-up with technology and incentivized to support customers. The center is critical because it drives … Continue reading CRM = Customer Rejection Management #crm #crmfail #customerservice
This week there have been two reports released. One from OfCom (Independent regulator and competition authority for the UK communications industries) which has reported that the UK’s mobile users are consuming more data on their phones and tablets than any … Continue reading Conflicting data or the data divide? #bigdata
Scared. Threatened. Dragged out of your comfort zone. Struggling to make sense of the future. You should be. The opening keynote was inspiring, theatrical and terrifying in equal measure. The key theme for Gartner’s annual Symposium IT Expo in Orlando … Continue reading Gartner Nexus of Forces. Scarier than Halloween.
We were talking to my son, Max, about how he and his friend are geeks. But Max got defensive and said that he was a geek and was proud of it, and certainly his friend wasn’t. That is great news. … Continue reading Is being a geek starting to be cool again?
Big Data is a great topic. Everyone recognises the rise the volumes of data being generated by individuals, systems and devices. There are some fabulous headline figures about data. It is the journalists, analyst and bloggers dream. IT vendors are … Continue reading Standing in the fire hose of data: drowning or refreshing?
If you were one of the 90,000 who attended Dreamforce you would have been swept away in the energy and euphoria that is the Salesforce.com machine. Who couldn’t be. It is now the largest tech conference with 800 sessions, 350 … Continue reading Business is Social – the script according to Salesforce.com’s Benioff