CRM - Build It So They Know They’ve Arrived
“A glance at the CRM industry today reveals the trials and tribulations of integration. New CRM
products have to be adopted by the users, or the company has wasted its
money. The best way to secure good adoption is to present users with
something they already know how to use.
“User excitement
and motivation is the best driver of innovation. This is especially
true of knowledge management within the enterprise, where logging data
to a repository or processing system is generally an extra chore added
to every worker’s taskload.”
From the Technology, Entertainment, Design (TED) conference:
“Computer
scientist Jeff Han: ‘We basically have to un-teach people what they
have learned so far about computing, and convince them that they can
use several fingers, that several people can work on the screen at
once.’”
Three Tier 2.0
“I think that the new three tier model still has UI (now browser) and Database (which never seems to change much) but now has three sections in the middle tier:
“Social
Logic. This is the replacement for the business logic of old. It is the
meat of the Web 2.0 movement and all the customer community work going
on. To me this is the most interesting layer.
“Business process. This is the new version of the business logic. It is the workflow type process that occurs within a company.
“Analysis.
This is the Business Intelligence of old but updated to provide real
time analysis of the business, the process and the customer
communities.”
Microsoft Gears Up for VoIP Server Play
”’If
you believe in voice as a network service, then Cisco will be
appealing,’ he said. ‘But if you think of voice as a feature of
messaging, you’ll probably go with Microsoft.’
“Another
aspect to Microsoft’s VoIP play will be its integration with mobility,
particularly with the company’s recently introduced Windows Mobile 6.0
software. “
A New Day Is Coming; Are You Ready?
“What are the projects CIOs are looking at to improve their company’s performance?
“Gartner
came out with a list of top technology priorities for CIOs—business
intelligence, enterprise systems such as customer relationship
management software, legacy modernization, and security were all at or
near the top of the list.”
Is Your Order Management System a Customer Asset or Liability?
“Order
fulfillment velocity and its impact on prompt shipment dates. For those
manufacturers relying on contract manufacturing, this is a critical
area to look at. In my experience, there is a definite experience
effect that goes on in this area; contract manufacturers who are
excelling at integration with their customers’ order management systems
do deliver higher order fulfillment velocity over time. If you can
measure this and even influence it, it’s a major asset.”
