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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
Linkblog
Photos
Maybe CRM *can* save your soul
I am speaking about the “customer ecosystem” tomorrow. It’s a Telco event here in Prague. My talk isn’t Telco-specific but then, anybody can benefit from opening up a little, except perhaps prisons.
Soul-less businesses stand no chance in this brave new world. Just look at the beating AP gets for its ridiculous attempt to charge bloggers quoting its stuff. It’s time to cut those neckties and get real, folks.
Sphere: Related ContentGot Twitter
I just got Twitter. I got it on my cell phone. Suddenly it makes sense.
On my computer, I can always get more information via e-mail, instant messenger, blogs. I don’t need tweets to learn about Iowa floods; I get it from Drudge. I don’t need conference twitterblogging when there’s liveblogging and, yes, live video streaming. Twitter can’t compete on detail nor depth of these channels.
On mobile screen, though, the experience couldn’t be different.
I am not a masochist to fire up Internet Explorer and try to scroll right, left, top, and down on AJAXed web pages where half of the stuff doesn’t work because of missing plug-ins, flash, etc., all that on miserable EDGE speeds. If I can have a status update, though, a teeeny bit that I can get back to later, a tweet can do that.
Hmmm.
I wonder about the adoption rates of desktop vs web vs mobile clients. Is the mobile community growing any faster, by any chance? Too late to find out right now, but I’ll get back to you later.
Not exactly an early adopter, am I.
Sphere: Related ContentDoc Searls on VRM
Doc Searls explaining VRM to a Telco crowd at Mobile Monday in Netherlands:
Worth watching. CRM 2.0 and VRM aren’t neither synonymous nor adversarial but complementary, and I am glad to see that both camps are finally coming together.
Sphere: Related ContentStudy: customers “impossible to please”
Yes, and the study is mine; I am conducting it this week and have collected mountains of data:
That’s my younger son Ri-chan, scolding me for not serving him his lunch quickly enough.
I’m home at his command between 6AM - 8PM while my wife is attending a workshop in another town, all week long. Not only he is impossible to please, he’s also making sure I don’t get to think, blog, or otherwise act on my stuff.
Talk to you next week.
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 ContentGlobal cooling in Amsterdam
Going to Amsterdam tomorrow, checked the weather forecast via checkmytrip.com, and look what I got:
Leaving on Wednesday, not sure if I can make it though… 
Ironic
Today, I’ve given up on Nokia - I had owned several, the last one being N6288, and although they all worked reliably, I’ve just grown tired of its mainstream-ness. So, it’s a funny coincidence that hours after having sold my N6288, I read that Nokia is buying Trolltech, the makers of Qt, which is the underlying GUI library of KDE, my Linux desktop of choice (that was a mouthful).
Is Nokia going to put out a Linux phone, forcing me to re-consider? I wish Trolltech all the best now that they’ve sold out but I am afraid they’ll become a footnote, not the driving force that will put Nokia on the technological edge again. The high-end, the leadership goes to HTC, and Nokia’s 40% market share isn’t changing it one bit.
Sphere: Related ContentSometimes, Coffee Is Just Coffee
… and rose is a rose is a … who gives a damn.
via Chris Carfi - Starbucks is now offering a $1 coffee. Say what? Shocking, yes, but not unwelcome. I crave rich experiences and am willing to pay extra for the atmosphere, etc., but there’s something to be said about $5 cup of java. I’ve been a regular of Coffee Heaven here in Prague (even better than Starbucks), and you can pay more for a latte and cheesecake there than you would for a whole lunch with espresso at a nearby restaurant. Starbucks may have started the coffee-awareness boom and it might have just realized it’s gone too far. I would certainly hope so.
Sphere: Related ContentHappy 2008!
All the best into 2008 to all my readers!
While I don’t play the predictions game all that often, I’llnot make an exception today and instead just say I wish for some of the following to materialize:
- the social-everything frenzy to cool off a little; just get a life, everybody
- consumerish web (insert version number here) tools getting traction in the enterprise and sexifying the IT ecosystem; there’s no reason we shouldn’t demand the same attention to usability and design as employees
- the offline following the online in enabling user-driven consumer experiences preferably in sectors that are still deeply rooted in the 20th (or, in same cases, the 19th) century; end of the smallprint slavery
This blog is going to a bit more crm-ish and a little less about software as I am moving that stuff to a soon-to-be-launched site. I’ll keep you posted. For now, have a great year, everybody!
Downtime
[Filed under Service Announcements] Apologies for the unexpected downtime, apparently my hosting company, A2hosting.com, accidentally suspended my account during a scheduled migration this weekend.
Usually, I would be considering an immediate switch to another provider, just becauses I am angry and because I can, but this time, I won’t. I submitted a ticket with them 2 hours ago, and just got a reply with an apology and explanation - all systems running now. Good to see working customer service.
Actually, I should even be grateful for the blackout since it reminded me that my domain needs a yearly renewal. Shame to you, ev1servers.net (my domain provider), for not notifying me in advance - I shouldn’t have to remember this kind of stuff!
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