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James, thank you for the note.

Many organizations that specialize in self service are looking at false automation (or dumb automation - like this word) to fake scenarios back at the user. Some are even worse where they are polishing up their self service devices with signs. The worst thing here is that most people are struggling with giving these devices access to information, fearing that they want to limit what the user is presented. While I understand some of the need to do this so lines don't get long, I think their reason of trying to hide information from the user is going to get them down the wrong path.

Thanks again,

Sundeep

March 19, 2010    View Comment    

On Really Bad Stuff About Social Media

Hi Jessica -

Thanks for sharing your feedback, here are some more thoughts on the $7500 / day gig. The guy came in and presented a lot of aspirational things to the business. He promised a playbook and put it together. He actually took one of Jason's presentations and put the entire thing into the handout.

There is so much vagueness in the document, it is amazing.

Now regarding being a sucker and throwing money away. What usually happens is that the top of most organizations in a desperate need to catch up on social media engage with consultants who show them two clips on YouTube, a blog, & a business card.

I agree with you that while scams abound, social media is about the basics of consumer engagement.

Thanks again,

Sundeep

March 19, 2010    View Comment    

On Really Bad Stuff About Social Media

Thanks for the note Travis.

In my humble opinion, I ask for three simple types of measurement - increase revenue, reduce specific costs, & grow my tangible list size. Most of the other stuff can get fuzzy. Besides, if I can start measuring and showing some of the improvements, I am more likely to get funding to do more.

I agree with the roaches bit, there are a lot. I wrote an article on my blog today about Ivory Towers & Social Media - www.emailyogi.com.

Best,

Sundeep

March 19, 2010    View Comment    

On Should Marketing Executives Skip the IT Department?

Hi Paul,

I believe it is important for IT & Marketing to align in endeavors. For example, with the massive influx of social media - marketing organizations are trying to quickly create an online presence. While the exposure is good, there is little thought given to how the data is being captured or being aligned within the core information systems.

A specific use case is around a major telecom provider that started Twitter to solve customer service problems. It turned out to be quick, cool, & effective. Yet, at the back-end they were not logging any of the issues, the folks working didn't look as busy, and management decided to reduce the amount of people involved. They ended up freezing their Twitter endeavor - with everyone taking a back seat.

Ideally, policies and processes need to be aligned. Also, with the amount of data being generated by social media systems - IT/IS needs to get involved to decide how best to store the data to leverage it.

Many thanks,

Sundeep

July 7, 2009    View Comment    

On Should Marketing Executives Skip the IT Department?

Paul,

This article is very indicative of what is going on in the SaaS / ASP industry. You have 'savvy' marketers fall for really savvy gimmicks.

Sundeep

July 6, 2009    View Comment