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 long term sales and protects repeat revenue. It may even be considered a "profit center." … 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 other leading nation for the first time. A second from Office for National Statistics has … 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 last week and this week in Barcelona for nearly 10,000 delegates was the Nexus of … 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. The biggest risk to the long term future of the IT industry is a lack … 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 jumping onto the bandwagon and any analysis and reporting capability they have is being rapidly … 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 partners and big name bands. And now Salesforce.com has a run rate of $3bn per … Continue reading Business is Social – the script according to Salesforce.com’s Benioff
There has been a great deal of debate about whether social media inside the workplace is a fad or delivers real business value. There are several reasons why social media has got such bad press. The moniker “Facebook for the enterprise” has not helped, as Facebook is seen as a great way of wasting time … Continue reading Is Microsoft paying $1.2bn to put lipstick on a pig?
With so much data available to retailers they are starting to be able to anticipate our every whim, and also spot the thieves masquerading as customers. What is making the difference is not data, nor aggregating the data into information, but turning that information into insights. The high powered analytics and business intelligence software made … Continue reading Buying champagne, razor blades and nappies/diapers means you are a thief…..
Reported in TechMarketView today EU court rules Oracle licences can be resold One of Oracle’s quieter legal battles has been playing out in Europe over the right to sell secondhand software licences for downloaded software, and it has not gone well. The EU Court of Justice has just ruled that it does not have the … Continue reading Why buy new when used is cheaper? Oracle licenses can be resold in EU #oracle #cio
Back in August 2010 I wrote a blog, Who wants my iPad. In that blog, the critical paragraph is But what the iPad has done is realise what I REALLY, REALLY want: Tablet 3.0. It is a tablet with the same form function as the iPad with a high-definition touch screen that rotates. But one … Continue reading Wow. Has Microsoft answered my dreams, rather than Apple #apple #ipad #microsoft
Companies entire BPM approaches are being built on staff collaborating to improve processes. Some critical elements to this - Process mapping application supports live workshops rather than detracts from workshop. - Process content displayed via end user web application that has collaborative capabilities (social) when allow discussion linked to a process, document, metric. - There … Continue reading Why social technology is lipstick on a pig #bpm #socialbpm
I have an interesting call with Ken McGee, VP and Gartner Fellow, yesterday who focuses on CIOs and not BPM. We met at the Gartner BPM conference where he delivered an excellent, thought provoking keynote on the Why BPM and BI have strong future together. He was researching how the role of the CIO was … Continue reading I have just met the future CIO – and he doesn’t work for IT #CIO #BPM
A recent question How do you think the cloud will change BPM? raised by eBizQ got a flurry of conflicting answers. Part of the problem is back to the definition of BPM (process discovery vs process automation vs operations platform). Some of it is possibly a theoretical perspective on the cloud - the "It is just … Continue reading So the cloud changes everything? Doh! But not how you expected it to. #bpm
At some point the cloud services will be as reliable at the electricity into our homes and offices. But I remember as a child in the UK in the winter expecting to have power cuts. We took candles and matches or flashlights to bed. Wood was stockpiled to burn to heat the house. Now, that … Continue reading The Stealth Cloud has crashed #cloud #cio