Dovetail Software Blogs: The Marketing-Savvy CIO
“Now
that IT has to run itself as a business, should CIOs despair at having
to learn marketing? Fear not, because the pragmatic technologists of IT
can grasp how to run a customer-centric operation better than most
marketers will ever know.”
Catalog Retailers Are In Sync With Callers
“Retail
catalog call centers are doing a better job of satisfying their callers
than call centers for banks, cell phone services, cable and satellite
television companies, insurance firms, and PC companies.”
Study: PC Call Centers Provide Dismal Service
“PC companies’ support call centers suffer woeful shortcomings, according to a CFI
report that placed the personal computer industry dead last in terms of
customer satisfaction in over-the-phone assistance. While customer
satisfaction for the PC industry overall is high, when it comes to
calling in for help, far too many users are unable to get the support
they need, according to the research.”
Liberate Your Control Freaks by Stephen Collins
“So,
knowing him and the fine piece of work he has been doing lately as well
around the subject of Social Computing and its adoption within the
corporate world and beyond, I decided to check it out and head over to
his slide deck in Slideshare and WOW!
Exactly, what I was looking for. The type of presentation materials
that delivers a key and powerful message on how social computing can
contribute towards helping whatever business (Or school, for that
matter!) become smarter at what they do and with a whole lot less
effort in the process.
”’Collaboration is everything’ for
sure. That is the main key point that you will get out of such a
wonderful slide deck. And which, if anything, would help a wider
audience understand some of the key concepts behind social computing
without having to worry about the technicalities. In short, one of
those presentations that you can show to those folks who would want to
know what the fuss is all about, but without having to struggle with
all of the technical jargon that you get to find in most presentations
at the moment. Very impressive, indeed!”
Leading and Creating Collaboration in Decentralized Organizations
“The
first barrier is intergroup bias: the systematic tendency to treat
one’s own group or its members better than another group and its
members. Company funding, access to markets, intellectual property
rights, and other organizational assets are all potentially scarce
resources over which groups may have to, or feel they have to, compete.
Recommendation to counteract this barrier: Link group interests to
overarching interests.”
New Research on What Makes Teams Successful
“An
interesting point of relevance to knowledge managers is the creation of
the collective mind in helping team members learn. Several studies have
demonstrated that team members can better create knowledge and retain
knowledge when they learn together rather than learning separately.
This seems to be a good explanation of the success of communities of
practice.”
I.T. Clearing Business Intelligence Hurdles
“Steve
Watson, assistant director of the finance office of the Maryland
Department of Transportation, said that when BI tools were first
installed there, inexperienced users quickly started running queries
unrelated to their jobs. ‘We had people running reports and doing
queries [that] were causing a lot of performance problems,’ he said.”
