Could Twitter change customer service?
Alright, if you have caught me ranting lately about how Twitter isn't a new customer service tool, but only an…
#23: Here’s a thought…
An occasional series in which a review of recent posts on SmartData Collective reveals the following nuggets:The need for cultural…
Kranzberg’s Six Laws of Technology
Over the past few weeks, I have had to make significant edits to my second book, “The Next Wave of…
Enterprise Software: Who Should Buy Whom?
In our post Enterprise Software: Is there any one left to buy? we listed the best candidates to be acquired…
Customer Service Queues – Fair, Fast or First?
With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner.…
From Social CRM to “social” PLM, developing products in a social environment
Wisdom of crowds and crowdsourcing are all the buzz in CRM circles these days. The concept grew out of the…
Le Plus Ca Change: Business Intelligence Evolves
I’ve been in and around Paris and consider myself pretty Paris-savvy. But Paris has changed. For instance, there was a…
Analytics Compentency Center
We are spending a lot of time on Business Intelligence, Master Data Management, Data Governance, Standardization, off-shoring, etc., yet I…
Enterprise Software: Is there any one left to buy?
The high tech Titans - IBM (IBM), Hewlett-Packard (HPQ), Oracle (ORCL), Microsoft (MSFT), SAP (SAP) and EMC (EMC) – have…
Bad economics are difficult to shake off
Terry Pratchett once wrote that “Gravity is a habit that is hard to shake off.” We could make a similar…
