Stb is een Nederlandse CRM leverancier die een grote speler is op de markt voor professionele verenigingen en goede doelen. Het Franse Eudonet heeft de automatiseerder overgenomen. - 3 Dec 19, 8:03am -
Datavervuiling kan optreden in de CRM database als er niet consequent aan de datakwaliteit gewerkt wordt Hoe ga je deze datavervuiling tegen? - 30 Sep 19, 8:04am -
CRM in de cloud is aan een opmars bezig bij organisaties met meer dan 50 werknemers. De CRM-systemen en -oplossingen worden steeds vaker in de cloud gehost. - 5 Aug 19, 8:18am -
Het vinden van de juiste crm-leverancier is nogal belangrijk, want meestal ga je een langdurige samenwerking en relatie aan met de gekozen leverancier. - 15 Jul 19, 7:10am -
Online marketingacties op basis van data continu optimaliseren. Dat is wat marketingbureau Leadgate Europe voor IT-bedrijven realiseert. - 11 Feb 19, 9:10am -
‘Let the data do the talking’. Datacratisch betekent letterlijk: geleid door data en daarmee kun je het vandaag beter doen dan gisteren. - 31 Jan 19, 8:40am -
Loyalty Rockstars heeft een gratis online Loyalty Quick Scan ontwikkeld, die organisaties een duidelijk beeld geeft van de status van hun loyalty of CRM-programma. - 11 Jan 19, 1:11pm -
Online platform Zoho lanceert de nieuwste generatie Zoho CRM Plus: het alles-in-één Customer Experience Platform voor sales, marketing, customer support en operations; inclusief AI. - 3 Jan 19, 8:01am -
Hoe zet je als afdeling Economische Zaken van gemeenten CRM in bij contacten met ondernemers.The post Klant centraal bij Economische Zaken gemeenten appeared first on Archie CRM. - 23 days ago 11 Feb 21, 1:01pm -
Zet klantenpiramides in om je klantwaarde te optimaliserenThe post Hoe verhoog je de omzet met klantpiramides? appeared first on Archie CRM. - 44 days ago 21 Jan 21, 12:51pm -
Interne communicatie is onderdeel van customer intimacy. Met het gebruik van CRM creëer je structuur en geef je medewerkers autonomie.The post Geef vorm aan customer intimacy appeared first on Archie CRM. - 54 days ago 11 Jan 21, 11:00am -
De juiste combinatie van CRM en e-mailmarketing software biedt organisaties de beste oplossingen.The post Integratie CRM en e-mailmarketing: maximaal resultaat appeared first on Archie CRM. - 79 days ago 17 Dec 20, 1:15pm -
Online sales- en accountmanagement hoeft voor organisaties geen belemmering te zijn. Sterker, met een goed CRM systeem is het juist krachtig.The post Online samenwerken in sales appeared first on Archie CRM. - 93 days ago 3 Dec 20, 11:04am -
Thuiswerken hoeft geen probleem te zijn om klantenbinding te verhogen. Met de juiste CRM software lukt dat.The post Klantenbinding op afstand: drie tips appeared first on Archie CRM. - 21 Oct 20, 8:39am -
CRM is meer dan alleen software. Het is een onderdeel van de bedrijfsstrategie. Bij een CRM selectietraject doorloop je diverse stappen.The post Stapsgewijs naar de juiste CRM keuze appeared first on Archie CRM. - 26 Aug 20, 7:55am -
De juiste mindset bij een CRM implementatie is één van de succesfactoren voor het slagen van implementatie. Het belang van transparantie moet duidelijk zijnThe post CRM: een kwestie van de juiste mindset appeared first on Archie CRM. - 13 Jul 20, 8:30am -
Relatiemanagement gaat ook om het ontdekken van kansen bij klanten. Het CRM systeem helpt hierbij, want met juiste informatie krijg je meten is weten.The post Relatiemanagement is ook ‘meten is weten’ appeared first on Archie CRM. - 11 May 20, 2:21pm -
CRM software van Archie heeft een toegevoegde waarde als het om bedrijfsbreed inzetbaar van een relatiebeheer- en crm systeem gaat.The post VoIP en Archie CRM appeared first on Archie CRM. - 27 Jan 20, 3:51am -
Clubhouse is a phenomenon. It is overrun by noise and the signal is hard to find. Does it and its categorical parent -- social audio -- have a future? Read on and find out the good and the ugly/bad and you make the call. - 5 days ago 1 Mar 21, 12:00pm -
2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological… - 51 days ago 13 Jan 21, 8:06pm -
COVID-19 has posed some business-changing challenges for retail. Dr. Yuping Liu-Thompkins teams up with David King and Dr. Bonnie Holub of Teradata to make a solid argument for the use of analytics to help retailers figure out how to deal with those… - 24 Nov 20, 11:00am -
Ignite 2020 provided a look at what's in store for Microsoft's business products and services in the next few months. More important than Ignite, however, is Microsoft acquisition of gaming industry giant ZeniMax Media. Here's why it matters. - 28 Sep 20, 2:29pm -
Conversations around CX are generally on the emotional state of the customer and their relationship with the company. But how can this be quantified? Nancy Porte, Verint's VP of Global Customer Experience, tells you how. - 22 Sep 20, 12:00pm -
Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees. - 8 Sep 20, 11:28am -
These COVID times have forced many of us to consider not just how we are going to communicate, but how we are going to create and distribute content. Turns out, equipment and production values really do matter. Paul Greenberg provides an amateur's gu… - 1 Sep 20, 12:35pm -
Sports has suffered during the pandemic, with shortened seasons, no fans in seats, reduced revenues. The San Jose Sharks lead the way in showing teams in whatever sport how to innovate in times of crisis and keep fans engaged. This is so cool - and… - 24 Aug 20, 11:39am -
Companies talk all day about "frictionless experiences." Aarron Spinley begs to differ. Frictionless doesn't go with Experience. Not a match. Read on and Aarron will tell you why. - 30 Jun 20, 12:00pm -
SAP's new CEO, Christian Klein, gave a speech to a global virtual audience on June 15. Was he able to define a new direction for SAP? Yes and no. How was it as a virtual event? Read on. - 23 Jun 20, 3:35pm -
Marshall Lager, thought leader, influencer in the CRM/CX world, speaks to the after-economy: What should we be looking for and what we might do. Pay close attention. - 8 Jun 20, 1:00pm -
The hopeful news and human creativity continues relentlessly. Read about the latest though shorter (not less) than usual. Watch the videos. The pandemic will pass but the countless episodes of human good will be remembered. - 11 May 20, 9:08pm -
I'd love to say that this is my work but it isn't. Its the work of Dr. Stephen LeMay, a professor at University of Western Florida who has a long history in both supply chain and CRM. The supply chain is not morally agnostic and, stretched as it is n… - 21 Apr 20, 8:39pm -
Once again, we bring you hopeful news that shows us the door to freedom from the ravages of COVID-19 and the good that humans do in times of crisis. The amount of hopeful news is accelerating. Good news unto itself. - 20 Apr 20, 1:22pm -
Throughout history, humanity has been hit with global crises -- among them pandemics including the current one, the Spanish Flu, and even the Black Death in the 14th century. Humanity has always not only beaten these crises but flourished despite the… - 16 Apr 20, 2:00pm -
Tech industry people, funny people, sports stars, regular ole people, and medical professionals are all doing what they have to do to defeat this deadly virus, and keep our hope alive. - 8 Apr 20, 2:33pm -
The COVID-19 news is so continually grim that we lose sight of the hopeful things occurring at the global, national and local levels to get control of this deadly virus. - 2 Apr 20, 12:28pm -
COVID-19 has impacted the entire world - and we are tending to panic about it. Don't. Here's some ideas to consider, resources to check and thoughts that may help. - 10 Mar 20, 11:40am -
Salesforce.com just released its latest “State of Service” report with insights into how 7,000+ service professionals are adapting during the pandemic. I’d like to highlight a few key findings with the help of customer service thought leaders.… - 80 days ago 15 Dec 20, 11:26pm -
Sure, marketing and sales leaders want satisfied customers. But they won’t fund a CX initiative if that’s the main benefit. CX pros must show they are a valued contributor to the “revenue team.” - 12 Jun 20, 7:05pm -
For years we’ve seen many surveys finding that Customer Experience (CX) is a top priority and the key to differentiation. To the point that it’s become a mantra, accepted without question. Unfortunately, “CX” is used so broadly that it’s no… - 15 May 20, 6:05pm -
To gain funding to improve the service experience, CX pros must support the KPIs of the customer service department. Improving customer satisfaction is not enough. At first blush, it should be a no-brainer to justify a Customer Experience (CX) progra… - 1 May 20, 8:33pm -
On April 23, 2020, CustomerThink’s Advisors came together to support a webinar with tips on how to deal with the COVID-19 crisis. In this post I share my opening comments and highlight some of the content shared by the speakers. I encourage everyon… - 24 Apr 20, 7:00pm -
For the past three years (starting with this article) I’ve been banging the drum about a worrisome problem. Namely, less than one in four CX initiatives can demonstrate business impact in the form of tangible benefits. My argument in a nutshell: Du… - 10 Apr 20, 9:42pm -
Revenue Operations — RevOps for short — is a growing trend according to a new report “The State of Revenue Operations 2019.” Compared to 2018, the number of companies reporting a dedicated RevOps group increased from 20% to 31%. What caught m… - 27 Mar 20, 8:52pm -
Zendesk is a well-known and huge presence in the help desk market. Founded in 2007 in Copenhagen, Zendesk is now a public company that serves over 150K customers globally and is rapidly approaching $1 billion in annual revenue. Impressive. Visit revi… - 11 Mar 20, 8:23pm -
Subscription businesses are growing, big time. From cloud-based technology providers like Salesforce.com to consumer-focused brands like Stitchfix, increasingly the strategy is to convince customers to commit to recurring payments rather than a one-t… - 6 Mar 20, 4:29am -
Last year the big news in the Enterprise Feedback Management (EFM) industry was Medallia going public and SAP’s acquisition of Qualtrics. That was a wake-up call to the rest of the industry that it’s time to make a move. Typically industries cons… - 3 Mar 20, 8:03pm -
A great dashboard in Dynamics 365, or Model-Driven App will not only show you the relevant data and insights, it will also make it easy to get to the relevant records so you can take action. Drill-downs and clicking on records to navigate to them has… - 4 Nov 20, 2:55pm -
As Power BI is used increasingly within Dynamics 365 or Model-Driven apps, attention to detail in the user experience is increasingly important. Users should be able to seamlessly navigate between the two technologies, and the visual cues should matc… - 22 Oct 20, 10:28pm -
Last year I wrote a lengthy blog post comparing the three main methods of getting Dynamics 365, or Common Data Service data into Power BI for analysis. Now, at the most recent Microsoft Business Applications Summit, a new method was announced that I… - 30 May 20, 4:05am -
Some years ago, I wrote a blog post about how to create a chart that compared monthly sales, to the same month in the previous year. The approach required quite a bit of XML editing and the chart was limited to only comparing this and last year. No d… - 31 Mar 20, 12:09pm -
There are a few different ways to get your Dynamics 365 data into Power BI. Now that the Common Data Service connector has come out of preview and is generally available, I figured it would be a good time to have a look at the different methods and h… - 24 Jul 19, 4:42am -
It has been a little while since the last update, but Mohamed Rasheed and I just added some bug fixes and improvements to the Power Query (M) Builder for the XrmToolBox. If you are new to the Power Query (M) Builder and how it can accelerate Power BI… - 25 Apr 19, 4:27am -
I realize this is my fourth blog on this particular topic, and I am sure it won’t be the last. The occasion: Microsoft has released a new built-in, easier way of embedding Power BI reports on Dynamics 365 and filter them according to record context… - 25 Mar 19, 4:50am -
Power BI recently started supported embedding Power BI visuals securely out-of-the-box. That means we can now show Power BI reports inside Dynamics 365, without having to deal with authentication. And with minimal use of code, we can filter the visua… - 18 Feb 19, 10:39pm -
The Q&A feature in Power BI is great as it let’s users ask natural questions about your data and it will generate visuals and lists to answer those questions. Of course, there’s an assumption that Power BI has a data model that uses the same term… - 20 Aug 18, 4:20am -
Option Sets in Dynamics 365 has a setting for each value to specify a color code. This color code is used in the new Unified Interface in the entity specific dashboards. This is a welcome addition as it makes it more easy to persist colors to a speci… - 16 Aug 18, 5:32am -
I have been accused many times of being “semantically driven” to differentiate myself (that means I am too focused on proper definitions and how to use terms well — see my position on hybrid clouds and social CRM from back in the day… oh, an… - 26 Apr 19, 3:59pm -
if you are a fan of Gartner, and who among us is not – right?, you know about the hype cycle. image above, copyright Gartner, Inc. funny, well – i think it is, was that when i used to present as a G analyst i used to call it the marriage cycle…… - 1 Mar 19, 2:03pm -
https://www.cooper.com/journal/2017/7/people-dont-buy-your-product-they-buy-your-story? Invest the 5-10 minutes to read it, totally worth it. Quotage… “The secret to persuasion, influence, and motivation is a formula deeply grounded in storytelli… - 12 Feb 19, 8:05pm -
this is one of those cases where paying attention brought two very different articles to contrast. and am not sure which way to go with this – stay tuned. first, I read this article from Futurism on the end of the era of Deep Learning. Quoting… - 4 Feb 19, 2:00pm -
I feel I am truly gifted…. or blessed…. or something. I have good clients that like what I say and write, and they hire me to explore topics that are emerging in the enterprise. One of these awesome clients is Transversal, and they wanted to se… - 30 Jan 19, 6:00am -
Surveys Done Right – Part 4 – EFM Best Practices Ok, final part of this series. We so far have covered point-of-service surveys, customer-satisfaction surveys, and best-practices for surveys. On to the best way to implement enterprise feedback… - 29 Jan 19, 6:12pm -
Surveys Done Right – Part 3 – Survey Best Practices OK, on to part 3 – best practice for surveys. I have been working on and off on this topic for a while, updating it and making sure it was still valid. This is the knowledge I have gained ov… - 29 Jan 19, 6:11pm -
Surveys Done Right – Part 2 – Customer Satisfaction I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?). It is not that I don’t know what to say, or that I don’t want to do it. … - 29 Jan 19, 6:10pm -
White Ops Advertising Integrity provides Smart with protection against ad fraud across devices, formats, and buying models. - 10 hours ago 5 Mar 21, 5:00pm -
The pandemic showed that entertainment brands can't always count on in-person engagement. Here's how to foster an emotional connection that will last. - 10 hours ago 5 Mar 21, 5:00pm -
Much as I like to think and act exuberantly in the celebration of the abundance of life, I have days where I recognize that I’m 64 years old. Some of those days, I embrace the fact. Some of those...The award winning, edgiest CRM blog on the planet… - 29 Sep 14, 2:00pm -
Note: While I recover from vocal cord surgery, I can't do a whole lot. But that doesn't mean that a. ideas stop generating and b. others aren't doing a lot. They continue and they are. So what I...The award winning, edgiest CRM blog on the planet. T… - 12 Aug 14, 11:00am -
Actually, I have no criteria except I love these commercials. Some are brilliantly funny and cray cray adorbs. Some are beautiful, and soar. One will rip at your heart. I still think that good...The award winning, edgiest CRM blog on the planet. The… - 31 Dec 13, 7:23pm -
Okay, patrons of the arts and sciences. We are down to the final week of CRM Idol 2013 and this is arguably the most exciting of them all. This is where you, the people, get to vote on who you...The award winning, edgiest CRM blog on the planet. The… - 9 Dec 13, 1:00pm -
About three weeks ago, I wrote a post on my journey to health (losing weight) via a trip to the Duke Diet and Fitness Center (DFC) and also identified some broad lessons that can be generally applied...The award winning, edgiest CRM blog on the plan… - 25 Nov 13, 12:00pm -
This one is personal – and will involve some information about me that you might not really care to hear – or maybe you do. If you don’t, either mentally redact it (though to do that you’d have to...The award winning, edgiest CRM blog on the… - 1 Nov 13, 1:10pm -
CRM Musings and Miscellany: Short Bits Every now and then I get a hankering to just do these short, pithy (there’s no lisp involved here) things rather than my usual long-winded posts. This is the...The award winning, edgiest CRM blog on the plane… - 1 Jul 13, 11:00am -
PG Note: Susie Penner is arguably one of the most beloved people who ever met an analyst or influencer. A Director of Corporate Communications at Oracle, Susie is one of the best at her job, handling...The award winning, edgiest CRM blog on the plan… - 6 May 13, 3:11pm -
This is an ad…for a bank. As an ad, it is clever and straightforward and…an ad. It was done by the Banco Sabadell in Catalonia, Spain on its 130th anniversary. But, for once, this transcends what it...The award winning, edgiest CRM blog on the p… - 11 Feb 13, 5:32am -
Last October, I had the honor of speaking at the 2012 Pivot Con, a conference hosted by my dear friend and key social influencer Brian Solis. This conference held annually, is an affordable laid-back...The award winning, edgiest CRM blog on the plan… - 24 Jan 13, 12:00pm -
B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitaliza… - 30 days ago 4 Feb 21, 4:51am -
https://clearaction.com/21-tips-for-2021-customer-experience-excellence/Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevole… - 55 days ago 9 Jan 21, 9:02pm -
https://clearaction.com/thriving-in-customer-experience-on-a-tight-budget/Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of tech… - 24 Aug 20, 8:37pm -
https://clearaction.com/customer-experience-indexes-modern-thinking/Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It say… - 21 Aug 20, 6:34am -
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insigh… - 4 Aug 20, 11:17pm -
Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. Essentially, it’s delivering your brand promise, as promised. Ease of doing bus… - 17 Apr 20, 9:06pm -
https://clearaction.com/customer-centric-voice-of-the-customer/Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”… - 23 Mar 20, 9:02pm -
Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One… - 6 Mar 20, 10:27pm -
https://clearaction.com/customer-experience-is-more-than-transactional-is-your-marketing-value-longitudinal/Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to fo… - 8 Feb 20, 1:27am -
https://clearaction.com/2020-customer-experience-20-wishes/2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you be… - 21 Jan 20, 10:13pm -
“Customer-centered management is straightforward business sense,” declared the first article1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Bus… - 30 Dec 19, 6:44pm -
Customer experience annuities are a compelling source of growth that is commonly overlooked. As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”… - 23 Oct 19, 7:32pm -
https://clearaction.com/3-ways-marketing-creates-customer-experience-leadership/Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically.Step back and think about what makes or breaks great exp… - 12 Aug 19, 9:34pm -
Customer experience momentum foreshadows growth. You can see evidence of this in Forrester’s analysis1, where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 dur… - 11 Jul 19, 12:38am -
Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships. While some g… - 7 May 19, 5:35pm -
Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Surprisingly, the major glitch for ag… - 5 Mar 19, 7:58pm -
If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. r… - 5 Feb 19, 10:29pm -
In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s n… - 17 Jan 19, 7:22am -
Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital… - 30 Nov 18, 4:57pm -
The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. - 4 Oct 18, 1:08pm -
There is budding optimism about the future. COVID-19 cases and deaths are in decline, financial indicators are decent and trending up, and forecasters are predicting a booming economy. This involves a lot of buying and selling at both the business-to… - 5 days ago 1 Mar 21, 1:00pm -
Commerce analysts do not see consumers shedding their newfound buying options in the wake of a post-pandemic marketplace. Concerns for health safety, social distancing, and remote working will remain priorities for many shoppers. Merchants who demons… - 10 days ago 24 Feb 21, 1:08pm -
Salesforce has made it official, coming back to the office will be a fluid thing -- and why not? The company has arguably done more in the last year to build systems such as Salesforce Anywhere and Work.com that enable workers -- at least a kind of k… - 14 days ago 19 Feb 21, 7:18pm -
Oracle's continued strides in the tech space say a lot about perseverance and deep pockets. It was a darling of the 20th century tech era, rising from a startup in the database wars and becoming the sole surviving independent database company. But at… - 18 days ago 16 Feb 21, 2:00pm -
If you step back and look at what the tech sector has demonstrated to us through COVID, you can feel impressed. Early in the crisis vendors like Salesforce and Zoho began offering their products for free, or at low cost, to companies and end users su… - 33 days ago 1 Feb 21, 1:00pm -
As the pandemic continues to keep shoppers out of brick-and-mortar stores, new shopping behaviors continue to include smartphones to nudge products into consumers' digital shopping carts. CRM Buyer discussed with Dennis Reno, SVP and head of customer… - 37 days ago 28 Jan 21, 2:00pm -
Both marketing and loyalty had delayed starts in the CRM world, and both exhibited traits of confusion among those charged with their rollouts; strongly evidenced by a lack of specificity in the early applications that carried their badges. Loyalty i… - 43 days ago 22 Jan 21, 12:30pm -
Live chat and conversational platform technologies have made significant advancements in recent years. Thanks to AI and machine learning, these implementations have gone beyond just being a customer support tool, to a crucial component of an e-commer… - 46 days ago 19 Jan 21, 1:00pm -
Oracle learned a lot from its customers and plowed its findings back into its core product just as others were getting restless and seeking alternatives. Oracle is now calling its product a "converged database" to help with differentiation by highlig… - 51 days ago 14 Jan 21, 1:00pm -
This might be a big year for CRM. I say might because I am not clairvoyant, and humility is on the resolutions list. CRM has gone through five 5-year cycles during the past few decades. That trend feels as old as SaaS at this point, and I think we're… - 54 days ago 11 Jan 21, 1:00pm -
The idea that CRM products should be priced according to the utility they deliver sounds good, but it raises a lot of questions too. With value pricing, you might expect the cost of CRM to rise and fall as a business gets more or less use and value f… - 61 days ago 4 Jan 21, 1:00pm -
Three announcements at Dreamforce tell a credible story of the future in which algorithmically driven assistance drives business -- and much more. We've long known that we can't manage what we can't measure, and measurement requires data to deliver r… - 80 days ago 16 Dec 20, 1:00pm -
The front office is moving out the front door and into the world. Actually, it's exiting via the Internet, the windows and side doors, to form the basis of what will be the 'next normal' or whatever future historians want to call it. For a while, whe… - 86 days ago 10 Dec 20, 1:00pm -
Back in Q1 Salesforce threw out its annual plan and did a pretty good imitation of a startup or a jazz band. They developed products like Work.com and Salesforce Anywhere as solutions to the evolving need for systems that would help their customers c… - 95 days ago 30 Nov 20, 9:16pm -
It is often said that only a poor workman blames his tools and only an inferior vendor blames the customer for their troubles with a product. But too many user organizations just don't seem to be adopting CRM to the degree that it takes to be success… - 19 Nov 20, 1:00pm -
High-performing businesses reach peak commercial performance by reducing friction in customer interactions in the face of a market with increasing complexity. If you look at who's winning, it's the companies that not only embraced digital transformat… - 11 Nov 20, 2:00pm -
Only a quarter of marketing professionals believe their B2B content marketing strategy is effective. Learn why B2B content is missing the mark in this post. - 4 May 20, 1:25pm -
Learn how helping potential customers with an empathetic approach to demand generation and ABM created triple the sales opportunities. - 27 Jan 20, 6:26pm -
We interviewed Michael Brenner about his new book Mean People Suck. Learn about empathy, about asking what’s in it for the customer, rethinking your org chart, and other changes you need to make to be more successful. - 7 Nov 19, 8:43pm -
What would happen if we stopped treating people as leads, and instead, treated them as human beings or future customers? What would happen if we put ourselves in our future customers’ shoes and looked at our messages from their perspective and trie… - 18 Aug 19, 8:01am -
Learn how to find personal and professional happiness and establish work-life boundaries in this interview with author Carlos Hidalgo - 20 Jun 19, 12:01pm -
Learn how to go beyond alignment and get sales and marketing operating as one revenue team rapidly in this interview with Heidi Melin, CMO of Workfront. - 5 Jun 19, 1:01pm -
Learn how to scale account based marketing (ABM) with a three-tiered approach. Get resources and tips on how you can improve your ABM results faster. - 4 Jun 19, 8:17pm -
Find out how to get your marketing unstuck so that you can connect with customers better starting with the words you use in messages - 6 May 19, 2:05pm -
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.) T… - 8 days ago 25 Feb 21, 10:44pm -
I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a question during client conversations: To what degr… - 27 days ago 7 Feb 21, 1:17am -
This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us. His inbox is… - 34 days ago 30 Jan 21, 10:06pm -
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil t… - 37 days ago 27 Jan 21, 3:59pm -
Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. I had recently moved back to San Francisco and, after a less-than-fulfilling detour into the world of marketing and advertis… - 41 days ago 23 Jan 21, 8:54pm -
While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.… - 46 days ago 18 Jan 21, 8:35pm -
In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of f… - 50 days ago 14 Jan 21, 3:39pm -
I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root c… - 55 days ago 9 Jan 21, 8:45pm -
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is… - 65 days ago 30 Dec 20, 8:31pm -
2020 has been a year… And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, Dece… - 95 days ago 30 Nov 20, 4:09pm -
MSDW Reporter A selection of announcements from the Dynamics partner channel Dynamics 365Customer EngagementBusiness CentralFinance and OperationsDynamics AX - 2 days ago 4 Mar 21, 5:00am -
Linda Rosencrance Power Platform should be the responsibility of every member of the organization, presenters say. Power platformPower Virtual AgentsPower BIPower AutomatePower AppsDynamics… - 2 days ago 4 Mar 21, 5:00am -
Linda Rosencrance Latoya Clarke-Nivore and Tanique Williams preview their session on the opportunity and challenges of brining Power Platform development to D365 projects. Dynamics 365Finan… - 2 days ago 4 Mar 21, 5:00am -
Elif Item While the core group of users is usually small, deploying procurement can introduce significant process changes to an organization. Dynamics 365Finance and OperationsTraining Insi… - 3 days ago 3 Mar 21, 5:00am -
MSCN Reporter Rohan Kumar shared new AI, data and bot capabilities with attendees at Ignite 2021 AI and Machine LearningDynamics 365Customer InsightsIgnite 2021 - 3 days ago 3 Mar 21, 5:00am -
MSDW Reporter Validity enters the Dynamics 365 sales and service market with its custom grid solution for better data visibility. Dynamics 365Customer EngagementCustomer ServiceSales - 3 days ago 3 Mar 21, 5:00am -
Jason Gumpert Reporting, bots, coding, and administration will all see improvements in coming months, Microsoft execs say Power platformPower Virtual AgentsPower BIPower AutomatePower AppsIgnite 2021… - 4 days ago 2 Mar 21, 5:00am -
Jason Gumpert Pressure continues to grow in enterprises to develop new apps and automate existing processes, says CVP Charles Lamanna Power platformPower AutomatePower AppsIgnite 2021 - 4 days ago 2 Mar 21, 5:00am -
Eamon McCarthy Earls Microsoft EVP Jason Zander spoke about a trillion dollar market opportunity and Azure's mix of SaaS and IaaS revenue. AzureAI and Machine LearningComputeDatabasesIntern… - 4 days ago 2 Mar 21, 5:00am -
Image courtesy of PixabayCX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note… - 27 Jun 19, 1:58am -
Image courtesy of PixabayToday I'm pleased to share another guest post by Paul Laughlin. This post originally appeared on Paul's site on March 9, 2019.This is the second in two-part series from Paul about agile working. Find the first post in the ser… - 25 Jun 19, 6:33pm -
Image courtesy of PixabayToday I'm pleased to share a guest post by Paul Laughlin. This post originally appeared on Paul's site on February 21, 2019.The term Agile working is being used within more and more businesses. Although loosely defined, it ge… - 20 Jun 19, 7:00pm -
Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the firs… - 17 Jun 19, 5:43pm -
In today's post, I reveal the secret sauce for journey mapping success. Are you ready?There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I… - 12 Jun 19, 8:49pm -
If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to sha… - 10 Jun 19, 6:04pm -
Image courtesy of PixabayI originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series.The good news is that you've embarked on a cu… - 5 Jun 19, 7:03pm -
This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018.If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experie… - 29 May 19, 6:10pm -
Image courtesy of PixabayDo you know the difference between means and outcomes? Between the journey and the destination?I know. I know. Those are silly questions to ask.Of course everyone knows the difference between means and outcomes. Of course eve… - 22 May 19, 7:38pm -
Image courtesy of PixabayHow do leaders drive (lasting) change?Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed… - 15 May 19, 6:25pm -
Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on July 12, 2018. When companies focus on people, their people - employees first, then customers - the numbers will come.This is a tough concept for… - 8 May 19, 8:39pm -
I hate to tell you this, but you're just not.*I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're… - 1 May 19, 6:17pm -
Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018.How do you prioritize your CX improvement initiatives?You've listened to customers. You've mapped their journeys. And you've ident… - 24 Apr 19, 9:28pm -
Image courtesy of PixabayThis is the second of a two-part series on common VoC program mistakes.In case you missed the first post in this series, you can find it here.Note that I haven't prioritized or categorized these mistakes, but take a close loo… - 17 Apr 19, 6:11pm -
Image courtesy of PixabayI originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a com… - 10 Apr 19, 6:17pm -
Image courtesy of PixabayIf you don't know by now, customer understanding is the cornerstone of customer-centricity.Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that.What is customer-centr… - 3 Apr 19, 6:20pm -
Image courtesy of PixabayDo employees believe in the core values? Do they even know their company's core values?Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actio… - 28 Mar 19, 12:52am -
Image courtesy of PixabayAre you aware that there's also a Culture Perception Gap?I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.PwC recently rele… - 20 Mar 19, 6:13pm -
Image courtesy of CX NetworkToday I'm pleased to share a guest post by Chanice Henry of CX Network.According to CX Network’s latest Annual Global State of CX Report, showing return on investment (ROI) from CX projects is one of the top challenges t… - 13 Mar 19, 8:54pm -
Image courtesy of PixabayToday I'm pleased to share a guest post by Neetha Edwin with Freshworks.Customer experience has become pivotal to growth and profitability strategies of businesses worldwide. There is now a deeper understanding of customer ex… - 7 Mar 19, 7:45pm -
Image courtesy of PixabayThe ultimate fan is an immortal fan!This past weekend, I attended the Good is the New Cool event in Los Angeles, an event that is based on the book by the same name. It was such an inspirational event with a lot of great spea… - 5 Mar 19, 8:31pm -
Image courtesy of PixabayI originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent… - 27 Feb 19, 8:19pm -
Image courtesy of PixabayToday I'm pleased to share another guest post by Lexie Lu of Design Roast.How do you turn site visitors into raving fans? You spend a lot of time and money driving traffic to your website and reaching out to new potential cus… - 21 Feb 19, 7:11pm -
Image courtesy of PixabayIs your customer experience transformation work stuck at good intentions? One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data,… - 19 Feb 19, 7:52pm -
Image courtesy of PixabayDo you know why it's important to digitize your journey maps?In the past, I've written about some of the myths of journey mapping. One of those myths was:Without a digital mapping platform, I can't even begin to map.You proba… - 13 Feb 19, 7:16pm -
The 2021 Zoho analyst day certainly was different. Different not only because it was not an offline but an online event but in the way it was prepared and conducted. Apparently, the team around Sandra Lo has taken up quite some lessons that other eve… - 3 days ago 3 Mar 21, 12:41am -
Abraham Lincoln reportedly said “Don’t worry when you are not recognized, but strive to be worthy of recognition.” I am wondering how this applies to the companies we interact with. I would worry if I was not recognizing my customers, and I wor… - 4 days ago 1 Mar 21, 9:52pm -
You don’t buy size 12 shoes for size 9 feet. You don’t get a Bugatti Chiron for grocery store runs. You don’t swat flies with field artillery. And you don’t buy more contact center technology than your business can reasonably grow into. The c… - 7 days ago 26 Feb 21, 11:03pm -
This CRMKonvo was supposed to be with Thomas Verly, a highly experienced Sales- and IT leader. We wanted to learn from his experience how to enable sales operations. What is important, what to measure? Do you really need a CPQ system? Unluckily he co… - 12 days ago 22 Feb 21, 12:25am -
The CRMKonvos gang hat an intensive conversation in the intersection of CRM, CX, customer experience and privacy, which by default makes for a highly interesting one, because of all the conflicting goals that are involved. Our guest was Michael Hoos.… - 18 days ago 15 Feb 21, 9:24pm -
Ecosystems are a big topic. What makes an ecosystem successful? What hurts? Are there any key elements to ecosystems to make them succeed? Does it differ from communities? Can a vendor survive without one? Or even better: Can customers succeed withou… - 26 days ago 7 Feb 21, 9:40pm -
Everyone (and their dog) tells you that you need a 360-degree view on your customer, right? According to Techtarget, the “360-degree customer view is the idea, sometimes considered unattainable, that companies can get a complete view of customers b… - 30 days ago 3 Feb 21, 9:46pm -
For a few months now I have the pleasure of frequently interacting with Richard Rosen of Fastcall, a company that exclusively focuses on extending Salesforce with CTI software. Rich is a firm advocate of focusing on one ecosystem and to not serving m… - 32 days ago 1 Feb 21, 11:52pm -
Customer Service is changing fast, but is it all for the better? Which changes did the pandemic drive? Does messaging have a value, and if so which? How about the role of agents? What changed for them? Will they see an improvement in their jobs? The… - 35 days ago 29 Jan 21, 10:54pm -
In my recent article on how to improve collaboration with Fastcall CTI I summarized a number of requirements that need to be fulfilled by a solution. A good vendor needs to fulfil at least this set of requirements. · First and foremost: The softwa… - 36 days ago 28 Jan 21, 8:06pm -
Customer service has embraced changes in technology over the years, some technologies have succeeded, some, well, have struggled (The IVR has never been very popular). From my viewpoint, success is defined from the perspective of the customer. Fast f… - 24 Oct 18, 10:13pm -
Online Marketplaces are conversational platforms or CRM systems in disguise, depending on your point of view. Marketplaces are multi-sided, support and require trust building, one-to-one relationships, and the ability to transact – and they need to… - 23 Oct 18, 3:12pm -
Within information technology, there is no longer a need to call anything “Self-Service”. It is all simply Service. Circa 1996 — I was part of a team that redesigned and rebuilt a customer care system that sat logically in front of a telecom bi… - 26 Aug 18, 2:49pm -
This is an interesting industry play, a long time in the making. I am able to take a unique view on this news, whether I am accurate in my commentary, only time will tell. I worked at SugarCRM, twice, two tours of duty some might say While working at… - 16 Aug 18, 9:32pm -
For the past couple of months, we have been working with the fine folks at Helpshift. On August 2nd, we are going to broadcast a roundtable discussion (Webinar, Videocast, or whatever you choose to call it). I am hoping you decide to join the discus… - 26 Jul 18, 4:22pm -
In last week’s piece on sales enquiry management, I briefly touched on the merits of managing sales collateral within the CRM system, and this week I wanted to explore that topic in a little more depth. In most CRM systems there’s the capability… - 6 Jun 20, 12:34pm -
As we come out of pandemic lockdown and face a likely highly adverse economic environment, one area that businesses might want to look carefully at is the optimisation of lead conversion. This might sound a little dull, but let me give a worked examp… - 30 May 20, 3:22pm -
In the last post I talked about what constitutes the 360 degree customer view and the benefits of it. In essence, the consolidation of customer data within a CRM platform either by replacing existing systems, or by integrating with them, overcomes th… - 16 May 20, 10:58am -
Following on from last week’s post I mentioned the 360 degree customer view, and it’s a concept I wanted to explore I a bit more detail in this post. As means of illustration I will use a worked hypothetical example of a company that manufactures… - 9 May 20, 2:10pm -
In this post I want to build on what I touched on last week, and use a brief case history to illustrate a couple of the benefits of integration to other internal systems such as finance or ERP applications. In this example the client is an office e… - 2 May 20, 1:42pm -
In the last post, I used a case history to try to illustrate a number of things: Highly targeted, relevant, communications can be a very effective way of generating business While this might be fairly obvious, few businesses are doing it well General… - 26 Apr 20, 2:33pm -
This piece is the first of a series of posts, where I explore some of the potential benefits of CRM technology. The aim is to look at one aspect in each post. I suspect none of what I’m going to be covering is especially cutting edge, but these are… - 18 Apr 20, 2:51pm -
Seven things to consider before you sign a CRM contract The following article sets out my thoughts on the things that you need to consider when you’ve reached the point of contracting with a CRM implementer. So, at this stage you know what CRM tech… - 3 Dec 18, 9:44am -
How to speed up a CRM project – part 2 In the first part of ‘How to speed up a CRM project’ I set out a range of things you can do to speed up the implementation of a system. But, as I pointed out at the end of the Continue Reading - 9 Sep 18, 2:34pm -
CRM User Adoption Services If you asked anyone that’s had even passing exposure to CRM technology what the greatest challenge is when implementing CRM systems, then I strongly suspect the answer would be getting people to use it. This is an issue t… - 2 Sep 18, 1:41pm -
Clubhouse is a phenomenon. It is overrun by noise and the signal is hard to find. Does it and its categorical parent -- social audio -- have a future? Read on and find out the good and the ugly/bad and you make the call. - 5 days ago 1 Mar 21, 12:00pm -
2021 is the year that new ways of interacting with new business models -- and transformed cultures -- are all vying for a place at the table. What are the themes? What kinds of frameworks, methodologies, use cases, rules of engagement, technological… - 51 days ago 13 Jan 21, 8:06pm -
COVID-19 has posed some business-changing challenges for retail. Dr. Yuping Liu-Thompkins teams up with David King and Dr. Bonnie Holub of Teradata to make a solid argument for the use of analytics to help retailers figure out how to deal with those… - 24 Nov 20, 11:00am -
Ignite 2020 provided a look at what's in store for Microsoft's business products and services in the next few months. More important than Ignite, however, is Microsoft acquisition of gaming industry giant ZeniMax Media. Here's why it matters. - 28 Sep 20, 2:29pm -
Conversations around CX are generally on the emotional state of the customer and their relationship with the company. But how can this be quantified? Nancy Porte, Verint's VP of Global Customer Experience, tells you how. - 22 Sep 20, 12:00pm -
Employee Engagement is becoming an area of great interest to anyone thinking about customer engagement, CX or customer retention. Katrina Ghazarian, a rising star in the practice of engaging employees, shows how to start engaging those employees. - 8 Sep 20, 11:28am -
These COVID times have forced many of us to consider not just how we are going to communicate, but how we are going to create and distribute content. Turns out, equipment and production values really do matter. Paul Greenberg provides an amateur's gu… - 1 Sep 20, 12:35pm -
Sports has suffered during the pandemic, with shortened seasons, no fans in seats, reduced revenues. The San Jose Sharks lead the way in showing teams in whatever sport how to innovate in times of crisis and keep fans engaged. This is so cool - and… - 24 Aug 20, 11:39am -
Companies talk all day about "frictionless experiences." Aarron Spinley begs to differ. Frictionless doesn't go with Experience. Not a match. Read on and Aarron will tell you why. - 30 Jun 20, 12:00pm -
SAP's new CEO, Christian Klein, gave a speech to a global virtual audience on June 15. Was he able to define a new direction for SAP? Yes and no. How was it as a virtual event? Read on. - 23 Jun 20, 3:35pm -
Marshall Lager, thought leader, influencer in the CRM/CX world, speaks to the after-economy: What should we be looking for and what we might do. Pay close attention. - 8 Jun 20, 1:00pm -
The hopeful news and human creativity continues relentlessly. Read about the latest though shorter (not less) than usual. Watch the videos. The pandemic will pass but the countless episodes of human good will be remembered. - 11 May 20, 9:08pm -
I'd love to say that this is my work but it isn't. Its the work of Dr. Stephen LeMay, a professor at University of Western Florida who has a long history in both supply chain and CRM. The supply chain is not morally agnostic and, stretched as it is n… - 21 Apr 20, 8:39pm -
Once again, we bring you hopeful news that shows us the door to freedom from the ravages of COVID-19 and the good that humans do in times of crisis. The amount of hopeful news is accelerating. Good news unto itself. - 20 Apr 20, 1:22pm -
Throughout history, humanity has been hit with global crises -- among them pandemics including the current one, the Spanish Flu, and even the Black Death in the 14th century. Humanity has always not only beaten these crises but flourished despite the… - 16 Apr 20, 2:00pm -
Tech industry people, funny people, sports stars, regular ole people, and medical professionals are all doing what they have to do to defeat this deadly virus, and keep our hope alive. - 8 Apr 20, 2:33pm -
The COVID-19 news is so continually grim that we lose sight of the hopeful things occurring at the global, national and local levels to get control of this deadly virus. - 2 Apr 20, 12:28pm -
COVID-19 has impacted the entire world - and we are tending to panic about it. Don't. Here's some ideas to consider, resources to check and thoughts that may help. - 10 Mar 20, 11:40am -
The New York Times has launched the Privacy Project, a dialog with us readers about technology and privacy that delves into issues like GDPR and the loss of rights to privacy that are direct results of the later parts of the tech boom. Greedy tech co… - 11 Apr 19, 2:34pm -
We’re roughly 20 years into the CRM trend and it’s worth asking where we go from here. Grandview Research recently estimated that the market would be worth $81.9 billion by 2025 (1) and Gartner and others publish annual reports indicating the mar… - 2 Apr 19, 2:28pm -
Here we go again right down the hypecycle and into new product land. In the last week, two major enterprise software companies, Oracle and Salesforce have announced CDP products. Oracle announced its product last week in Las Vegas at its Modern C… - 2 Apr 19, 2:25pm -
Trying to do business without also having a modern CRM system is like walking around naked. You can do it, at least for a little while, but people will begin to think you’re weird and the trouble is that those people are all potential customers. CR… - 2 Apr 19, 2:01pm -
Looking at the current assortment of CRM functionality including AI, machine learning, voice recognition and chatbots, you might conclude that the tools are evolving to remove salespeople and others from direct customer contact and you wouldn’t be… - 2 Apr 19, 1:55pm -
February 26, 2019Salesforce will be celebrating its 20th birthday on March 8. Where did those decades go? “Time flies like an arrow,” said Groucho, “fruit flies like a banana.”There it is.Last week a respectable chunk of the analyst commu… - 2 Apr 19, 1:50pm -
This is a guest post by friend Vinnie Mirchandani. Vinnie has been a fixture in the independent analyst community for many years now after starting his analyst career with Gartner. Vin comes from the ERP side of enterprise software and his many years… - 1 Apr 19, 3:35pm -
A Green New Deal has a lot of moving parts that have to work together. The solution looks more like solving a Rubik’s Cube than playing whack-a-mole. Are we up for this?I follow economic cycles. I don’t know how it started but I’ve always been… - 19 Feb 19, 3:50pm -
What’s the state of the selling profession today? In brief, it fluctuates significantly based on economic circumstances and a company’s position in a category lifecycle. At the start of a category lifecycle, when vendors really need people who ca… - 19 Feb 19, 3:31pm -
Disruptive innovations are only disruptive for as long as it takes competition to develop and thus create a market. Worse, for the disruptor, the niche it created can also spawn other niches. Social networking provides a vivid example.First, there w… - 19 Feb 19, 3:24pm -