Dovetail Software Blogs: CRM and Customer Service Can Get Better
“The support desk has a greater natural rapport with the customer than the sales desk does, so why has CRM
focused so narrowly on the sales end? In times when companies urgently
want to become customer-centric, how is the software shift towards the
support desk going?”
IBM’s Management Games
“Why is one of the world’s most buttoned-down organizations encouraging its people—and customers—to play games? IBM
says that the skills honed playing massive multiplayer dragon-slaying
games like ‘World of Warcraft’ can be useful when managing modern
multinationals. The company says its research supports that claim and
it will release its findings the same day as its ‘War of the Worlds”
contest.’”
The role of informal networks
“This
paper discusses the role of informal networks in the development,
exchange and dissemination of knowledge within the R&D function.
“The
implications for managers are clear: through a better understanding of
the informal organization of R&D staff, they can more successfully
capture and exploit new ideas; more efficiently disseminate information
throughout the function; and more effectively understand the working
habits and activities of employees.”
Creating knowledge: the power and logic of articulation
“The
current interest in the tacit aspects of knowledge has diverted
attention from the economic significance of its converse, explicit or
articulated knowledge, and, by implication, the importance of
articulation—the process through which tacit skills and knowledge are
made explicit – and codification – the process of rendering articulated
knowledge in fixed, standardized and easily replicable form.”
How CIOs Attract and Retain Talent
“Half
of IT executives say today’s college graduates are not well equipped
for the work world. That means they need substantial training to get up
to speed. But will large companies, which do the lion’s share of
college IT recruiting, be willing to invest in new graduates at a time
when so many are relying on outsourcers and contractors?”
Lament of a Hiring Manager
“While
many people complain about outsourcing of jobs, and the lack of being
able to find employment in the United States, I cannot find what I am
looking for. My last solution after having these jobs open is to
outsource them. I cannot find what I am looking for, open jobs,
hundreds of resumes later, and many interviews later; all the
candidates have come up lacking in terms of social skills required, or
technical skills required.”
Let the Job Find You
“The
resume, as Zoli Erdos says, is still a factor in employment, but the
real story of you – who you dependably are – has probably been told
much more authentically in your daily blog posts than in that carefully
polished resume. Zoli made this point in an even earlier post where he
championed the blog as the perfect mechanism for building the famous
‘Brand Called You’, from the work of Tom Peters.”
