Another step on the path forward – the new digital channels whitepaper

Going digital: The connected, collaborative path forward is finally published.  The link is in the right hand nav bar, second from the top (for now).  Or, to make it simple, it is also the headline above. Here is the first page, with hopes of whetting your appetite to get more: Customer Relationship Management (CRM) executives… Read More Another step on the path forward – the new digital channels whitepaper

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

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 –… Read More An example of smarter customer focus: Strategic Service Delivery from Opower

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… Read More Extract from the upcoming whitepaper: The Path Forward