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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:
IIR's Mobile CRM, Bupadest, Dec 2008
Telecoms CRM, CEM and User Experience 2008
Linkblog
Photos
links for 2008-10-10
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Needs will shift not disappear, yes, but the pie will get smaller no matter how you look at it.
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No, you cannot please everyone. As a company, however, you should make sure that your business rules and processes make sense even in non-standard situations. That *isn't* hard to do given the modeling / simulation toolkit we have at our disposal.
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