Category IBM

McKinsey and MIT on collaboration – and its meaning for innovative market making

Link to PDF of McKinsey/McAfee interview Wanted to recap some of the great soundbytes – none out of context I hope from a McKinsey interview with Andrew McAfee, principal research scientist at the Center for Digital Business at the MIT Sloan School of Management on collaboration.  Right out the gate, McAfee hits us with a […]

An example of smarter customer focus: Strategic Service Delivery from Opower

Strategic Service Delivery is about activities that improve customer interactions through new channels by sharing information, engaging people with their information and that of the world around them.  It is a two-way process that embodies the “Listen-Learn-Engage-Harvest” cycle.   I promised to start providing examples of Strategic Service Delivery, Complexity Reduction and Innovative Market Making – […]

The Path Forward: New Models for Customer Focused Leadership (doc link)

Link to download the paper Finally!  Here is the downloadable version of the whitepaper.  Enjoy – and please let me know what you think. -c- Cristene Gonzalez-Wertz #IBMCRM

Extract from the upcoming whitepaper: The Path Forward

So, I received printed versions of the first of the five whitepapers in our 2009 CRM Leadership Study, The Path Forward:  New Models for Customer Focused Leadership.  I am really excited about it. The first paper is what we have termed the Umbrella – the one that introduces you to all the concepts so that […]

Getting over it: the economy is no longer an excuse

So, based on the 2009 IBM Institute for Business Value CRM Research, 80% of us are thinking we will survive and nearly that amount expect recovery by mid 2010. What that means is that you cannot go into your 2010 plan still saying the market will be bad.  For one, it will mean you won’t […]

Don’t Yield on Customer Trust – a new case-study and whitepaper

Link to whitepaper Link to Wall Street Journal Article Hi all, after working on a number of things all at once, apparently they are starting to all bubble up at once.  To whit, a whitepaper produced earlier this year on creating a Customer Focused Enterprise –  in Healthcare of all places – is finally coming […]

IBM’s 2009 CRM Leadership Study: The Path Forward

So, I have not been blogging much lately.  That is about to change.  I have been taking two months to really examine and understand where we go from here as Customer Management functions.    In my role for IBM’s Institute for Business Value, we undertook a study in May of this year with the Economist Intelligence […]


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