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About
Notes and views on CRM, open business models, and what the Web means for customer relationships. [more]
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Speaking at:
Telecoms CRM, CEM and User Experience 2008
Travel
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Is IPTV in trouble?
I am back from Vienna where I’ve mingled with brainy folks from Telco incumbents. One day was dedicated to IPTV, which seems to be still not picking up.
There may be multiple reasons for that. I’ve picked up one that is relevant to what I talked about there: IPTV as a tool for provider lock-in.
It’s a general rule that the more services you consume from a single provider, the longer you are likely to stay.
However, I think the customer can see through that. Especially if some of those services, such as IPTV, are there more to complement other services and lock the customer in than to offer a distinctive value.
It would be sad to see such a (technically) interesting service to go away just because the operators put it out for the wrong reasons. Be on the value offensive, not on retention defensive, that’s what I’d say.
Sphere: Related ContentOff to Vienna
I am off to Vienna, Austria, where I will be speaking at the Broadband Forum 2008. I will be trying to sell the idea that CRM doesn’t mean just the mechanical, operational support for value-delivery processes but also the social, ad-hoc, peer-to-peer aspect of conducting business. Yes, if you must, I will talk about us moving forward to CRM “2.0″; as much as I’ve been trying to upgrade it to “2.1″, we’re staying at “2.0″ since many of us are still knee-deep in the “1.0″ version of things.
I am lovin’ this.
Sphere: Related ContentQuote of the day
An excellent sales pitch by Garr Reynolds promoting his friend’s book, Dan Pink’s The Adventures of Johnny Bunko: The Last Career Guide You’ll Ever Need:
It’s one of those things that sound totally natural and obvious until you find yourself wishing you’ve read it and lived by it since you left high school.
Highly recommended.
Sphere: Related ContentEverything is a blog post
Blogging has been derided as a relief valve for the talent-less. Bias trumps objectivity, opinion beats facts. True, many blogs lead the visitor to the proverbial question, whatever was the author smoking?
But.
I’ve come to the realization that having used blogs almost exclusively for news and information, I am now considering any written word as a blog post. Something subjective, inherently flawed, yet good enough for me to make up my own mind.
This is why push no longer works. If everything is a blog post, the one that’s written without any blood and meat in it, the one that purports to convey “objective” information but is in fact a veiled attempt at manipulation, is immediately recognized as such.
It’s not that blogs have overtaken the media. They haven’t. But they’ve changed the way we receive and process information. And there is no going back.
Sphere: Related ContentWhy “good enough” is good enough
Humans strive for perfection. Or do we? David Schatsky of Jupiter Research reviews the trend to towards cheaper and less-than-perfect goods and finds it interesting. I find it symptomatic of a well-known phenomenon - Moore’s Law.
Compact cassette was introduced in 1963 and hasn’t been end-of-lifed until early 00’s. Compact Disc is about 20 years younger, and is already on the verge of obsolesce. While MP3 is nowhere close to be unseated as the current format of choice, it will eventually meet the same end.
When standards change too quickly, it doesn’t make sense to invest too much in “getting it right” since we’ll have to be getting something else right very soon. Read more
Sphere: Related Contentlinks for 2008-04-22
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A wonderful collection of presentations from Paul Graham’s Startup School ‘08
Quote of the day
Adriana nails it with this analogy of user-centric vs user-driven design:
I would argue that there is room for both. Sometime I am up for a culinary adventure and want to do it my way. Other times I just want to eat that damn salad. The important thing is, do I have this choice?
Sphere: Related ContentMe too
Hugh is too hard on himself.
Note to self: relax a bit.
No Socialismo, o Muerte
[Warning: RANT] I get shudders whenever people throw “social” like a piece of mud at things that are quite nice on their own:
- social responsibility
- social media
- social crm
- social capitalism
I get shudders because I once lived under a regime that had “social” as its all-encompassing imperative attached to everything. And yes, it was anti-social in all ways imaginable.
My good pals in the Anglosphere don’t have this frame of reference, at least not personally. They don’t immediately get this or similar association:
So I don’t blame Hugh for getting a bit carried away today, but I must say I WILL get off this boat should this get any worse.
Shudders. And yes, I turn my nose up at this. Hope he’s joking. I guess he is.
And since I use “social” oh-too-often myself, I should clarify what it means here. In my book, the social part of “Social CRM” (CRM 2.0 aka marriage of CRM and Web 2.0 thinking) is:
- empowering individuals to make decisions for themselves - especially where they are now powerless or less powerful than they should be - which means less power for organizations
- empowering individuals in business interactions to get the value they are seeking and provide the value they are offering
- empowering individuals to self-organize and form voluntary groups to achieve a common goal with minimal overhead
… you get the idea.
This has been rather a pre-emptive strike to clarify any and all future doubts, especially if these words (social media, social crm) get slanted in a bad way. Social, yes, but not as in “Socialism” but rather “social beings, acting as they damn please”.
Sphere: Related Contentlinks for 2008-04-15
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Good intro to VRM and what it could do. I am bit concerned about the number of committees, however. Hope this won’t end with debates.
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