I don’t know about you, but it feels like 2001 all over again. The 2001 tech crash was a huge wakeup call to those of us in high tech who thought the Internet boom would last forever…or at least until the next round of options vested. The current economic crisis is casting the same pall [...]
Archive for September, 2008
2009: A Bad Year To Be A Cost Center
September 30, 2008Support’s Perfect Storm Rages On: Incident Volumes Up; Self-Service Success Down
September 25, 2008An SSPA partner asked me this morning for an update on my 2006 stump speech, “Support’s Perfect Storm,” which documented how rising technical complexity was driving up incident volumes. I just pulled the latest 2008 AFSMI/SSPA Benchmark numbers and compared them to my information from 2006, and I am sorry to say: The Perfect Storm [...]
Has CRM embraced eService…finally?
September 18, 2008I, along with every other analyst, started predicting that CRM vendors would acquire all of the eService (knowledgebase, multi-channel service) vendors years ago. And we were wrong. As a Siebel executive once told me, “We have never lost a CRM deal because we didn’t have eService.” For a while there were a lot [...]
What’s Missing from the Web 2.0 ROI Story
September 15, 2008In 2007 and 2008, companies made huge investments in Web 2.0 technology for online communities. Some were savvy, innovative early adopters, but many jumped on a bandwagon they didn’t quite understand yet. The situation mirrors the CRM mania of the late 90s and early 00s, when companies had an edict from above to implement CRM, [...]
The ROI of KM: Building a Business Case for KM Investments
September 8, 2008Some of the most frequent questions I receive from SSPA members are in regard to the ROI of knowledgebases (KBs) and knowledge management (KM) for support. Questions like:
How do you measure KM effectiveness or ROI?
How do my KM results measure up to other companies?
How do I estimate the ROI for a proposed KM project?
Based in [...]
