Customer service is the new marketing
Marketing used to be all about the art of communicating a brand message to, hopefully, the right audience at the…
Your new boss
IBM may be a BDC (Big Dumb Company), but the messaging supporting their Smarter Marketing program is on target.
Don’t let corporate culture issues frustrate your CRM investment
Corporate culture issues not technology problems are the primary inhibitor preventing companies from extracting the best value from their CRM…
We’re all public companies now
IBM has an excellent series of videos, promoting their smarter marketing agenda, such as these two. We’re all public companies…
Your website almost certainly sucks: Forrester Research
Despite the dollars invested, resources allocated, technologies deployed, agencies engaged, collective ambition and ego, it is highly unlikely that your…
Connecting in “the context of the moment”
Exuberant Salesforce.com founder Mark Benioff (who can get away with inserting the word “amazing” into every second sentence of a…
The sales funnel is no longer, and probably never was, linear
I enjoyed presenting at the Funnel event in Sydney on November 19. Organiser Brad Langton and the eConsultancy team assembled…
SFDC’s “social productivity” app Do.com
Project and issue management is a vexed issue for most of us in matrix environments. Do.com is one of many…
Point solutions are pointless
If we accept that the customer experience is the decisive differentiator in our commoditized world, then we need to move…
Radical transparency: open beats closed
What’s your personal communication style? When, what and how do you share? In today’s radically transparent, digitally-enabled world you need…
