Fifty percent of CRM Projects Fail. Thirty Five Percent of all IT Projects Fail. Do you know why? Asuret does. You probably read Michael Krigsman column on ZDNet dealing with failure. If you can say this without smiling, he knows how to fail. He also knows how to prevent it. His company is Asuret and [...]
Read the rest of this entry »Technology does not solve business problems. A common misconception in enterprise applications is that technology is the answer. Or at least part of the answer. Technology may be part of the solution although lots of business problems are solved without using technology. It may be a part of the strategy, albeit strategy is about setting [...]
Read the rest of this entry »Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation If you had not had a chance to read through previous installments, please do so you can find the proper context. So far we have created out new, or improved, experiences on paper, validated them with clients [...]
Read the rest of this entry »Social CRM is not new or different from regular CRM – then why make up names?
Read the rest of this entry »Customer Experience Management is not a technology. CEM cannot be done better, easier, faster, or simpler by using any software or technology. There are sine-qua-non elements you have to have (feedback, analytics, process management tools) but there is no technology that can make it work better. CEM is not a strategy. No matter how cool, [...]
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