Archives for category: entrepreneurship

Ok, this is an ongoing pet peeve and probably not breaking news, but the trend toward constant micro-updates (you name it, twitter, blogs, google alerts, etc.) without solid foundations to relate various concepts being thrown about simply results in more noise and little signal, damaging market understanding. Moreover, over the long term, has the potential to backfire on proponents getting on the bandwagon with little planning.

I know we live in an 140 char world, but without the means to understand that world, its noise. I recall seeing a similar complaint on how someone thought they were a Twitter expert because of the #s of followers they had generated through various “optimization” tools. You get what you measure, and when you are floating in a sea of noise, you need water to drink not more buzz.

So, I finally got around to powering through Paul Greenberg’s 4th edition (almost 700 pages!) of CRM At The Speed of Light. Its really a re-write from the earlier versions, not an update. So if you have the earlier version I highly recommend the new update. It complements nicely other recent works Enterprise 2.0, Experience Economy, Groundswell, to name few here. And my old time favorite… The Wealth of Networks.

The consulting on this industry shift seems to be taking off lately, likely due to this finally hard hitting the corporate agenda in a very unseemly “caught off guard” manner (Google Buzz, Toyota, United, etc.). The list of missteps can be updated almost everyday now. So, yea… now its finally on the “wide” agenda, but there remains little “wide” understanding on what exactly to do about it.

Perhaps the non-biased expert community needs to start gathering and publishing these cases to dissect exactly where a customer failure happened in the chain. Each case has its own dimensions and most are quick to jump to either a software, consulting solution pitch or blame the entire company as a side agenda. I watched a lot of the Toyota testimony today on CSPAN. Aside from the cross-cultural interplay, what was fascinating was that the CEO announced a series VOC programs, customer advisory board, customer engagement initiatives, etc… was not this in already place given their industry leadership in this area?

Again, without the details in this case, it’s hard for most outsiders to decipher, at a granular level, the true root causes. The public narrative is being written regardless.

Plenty of big software announced Social CRM components last year and many smaller players have been focusing on the sidelines in this area for years. But they too seem to working on a moving target, lots of real? “beta or alpha” initiatives… the sector feels a bit like 1999 again. Hopefully, without the repeats.

New Yorker article challenging entrepreneur “risk-taker” mythology, advantage is analytical (sub req) http://bit.ly/5Rh4Ts