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The Dreaded “W” of Workflow 22 Aug 2013 | 05:28 pm
Workflow in the CRM world quite often involves a consultant (in cahoots with a willing client) automating everything; simply because they can. I’ve been there myself (kicking and screaming); I once de...
Marketing, Milkshakes and Innovation 20 Aug 2013 | 05:20 pm
As many of you know, I’m a fan of innovation; whether its product innovation, service innovation or innovative marketing. I’ve embraced the tenants of low-end market disruption as espoused by Clayton ...
Standardizing Non-Standard Interfaces 5 Aug 2013 | 10:14 pm
Designing a system, whether it’s a hardware system, software system, or organizational system often results in problems where multiple parts of the system interface with each other. In workflow, these...
The Social Conversation is STILL in its Infancy 31 Jul 2013 | 11:00 am
Now that we’ve all settled down a bit – and even some of the early evangelists have yanked back on the social media solves everything throttle – it’s time to have a frank discussion about what a thoug...
Building CRM Business Cases with Real Options 26 Jul 2013 | 06:53 pm
An interesting academic paper was published back in 2005 called “Using Real Options to Help Build the Business Case for CRM Investment” (h/t Graham Hill for sharing it with me a few years back). This ...
What is a Business Process, Really? 23 Jul 2013 | 09:00 pm
There are so many people out there who call themselves business process experts that you have to wonder if discovering, analyzing and designing end-to-end business processes (workflow) is akin to ridi...
YAP – Yet Another Process 19 Jul 2013 | 05:21 pm
There’s a web application out there called YAM (Yet Another Meeting) and I thought it was interesting how the brand essentially tags meetings as wasteful, yet then supports these wasteful meetings wit...
What is Your Customer’s Problem? 28 Jun 2013 | 04:39 pm
“Does your business have a DropBox problem?” This is the question I was asked in the subject line of a recent email. I almost deleted it; but stopped short since I was looking for something to write a...
Today’s CRM is Like a Toothbrush 29 May 2013 | 06:00 pm
Clayton Christensen, is the famed Harvard professor and creator of the leading theory on disruptive innovation. One of his complementary theories is called Value Chain Evolution (VCE) Theory. In short...
The Fuzzy Front End of CRM 21 May 2013 | 05:30 pm
Call me crazy, but I believe customers truly want me (us) to bring innovative ideas to the table. The obstacle we face is that these same customers have been conditioned to believe that I can just pul...
