The Drivers and Challenges of Enterprise 2.0
In today’s global economic arena, price is no longer an area where…
The Worlds of Information Management
These days, I’m pretty immersed in the world of small companies for…
4 Tips for Effective Change Management
Information technology implementations collectively cost organizations billions of dollars per year, yet most of these ventures…
Information-Driven Business: How to Manage Data and Information for Maximum Advantage
After submitting my final draft to Wiley at the end of last…
What does it mean to be an expert?
It’s an interesting question.In Outliers, Malcolm Gladwell discusses the notion that one…
Social CRM: Not a Cure for Customer Compliants
Salesforce CRM execs are likely celebrating this week as they gained a…
Charlie Rose, Customer Service, and the Master Twitter Record
My post last week detailed the customer service-oriented frustrations that many of…
Solving the MDM Problem is Not Easy.
Master Data Management is inherently challenging. Technology alone will not solve the problem –…
John Q. Public, Customer Service, and Information Management
I recently had some customer service issues with a few telecommunication companies.…
How do you define your master data?
There are numerous definitions for “master data” ranging from one sentence to…