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notes and views on crm, social media, and the human side of information technology

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  Notes and views on CRM, open business models, and what the Web means for customer relationships. [more]

• Speaking at:

  • IIR's Mobile CRM, Bupadest, Dec 2008
  • Telecoms CRM, CEM and User Experience 2008
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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?

Additional reading

• Will the credit crunch help CRM?
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• Doc Searls on VRM

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