Choosing a CRM for Small Businesses
Choosing a CRM model for a small business can be a daunting task. There are dozens or even hundreds of considerations for many businesses, here are four items that should matter to every business.
Measuring employee performance?
Recently I was asked if time and results were the only things you could use to measure employee performance. Here's a snippet of my response.
The most important thing to remember when measuring performance is that you are trying to measure the things that make the most difference (not just the things that can be measured). The problem is that many of the things that make the most difference are not easily quantifiable.
MX 2009 Speaker publishes Forrester’s 2008 Custome
Forrester has just released in 2008 Customer Experience Index. (Registration required to download). The Index was compiled by Bruce Temkin, who will keynote Day 1 of MX 2009. The results confirm what we all suspect — retailers and hotels rank the...
Read more about MX 2009 Speaker publishes Forrester’s 2008 Customer Experience Index...Getting a CRM education...
One of the points I made in a recent post on CRM requirements specification, was the part that education plays in CRM requirements gathering. In brief, the more people understand about the use of CRM technology, the better their contribution to the...
Read more about Getting a CRM education......Kickering Myself
When I first started at Adaptive Path, one of the many striking things about how different Adaptive Path is from most other companies was explained to me by then-CEO Janice Fraser. “When we set up Adaptive Path,” she said, “We wanted the company and...
Read more about Kickering Myself...Search quality, continued
A few weeks back Udi Manber introduced the search quality group, and the previous posts in this series talked about the ranking of documents. While the ranking of web documents forms the core of what makes search at Google work so well, your search...
Read more about Search quality, continued...Protonotes : A New Tool for Collaborating with You
I get a lot of emails about stickynotes: art projects, new products, interesting tools. There’s a lot going on in the world of “small things that stick to other things.”
But one thing is still missing: a simple, flexible tool for doing lightweight...
Read more about Protonotes : A New Tool for Collaborating with Your Team...Hidden Costs of Cloud Computing
George Lawton recently provided a post describing how "as with SOA, some development costs obscured by cloud computing." He extensively quotes iTKO’s John Michelsen and this is greatly appreciated. George writes that while cloud computing holds...
Read more about Hidden Costs of Cloud Computing...