Back in the late 90s, I was working in product design for a software vendor. The product marketing/product management team was way ahead of the curve with object oriented design, and I was tasked with rolling out a new business object-based design tool to the rest of the team. I loved the concept of modeling [...]
Archive for the 'Technology' Category
nGenera CIM Launches nGen CIM Suite Version 8.3
June 30, 2009I had a chat today with Christopher Musico, Assistant Editor at CRM Magazine about yesterday’s announcement that nGenera CIM, formerly known as Talisma, has released version 8.3 of their Customer Interaction Management suite. I had a deep dive with the nGen CIM gang back in February about their short and long term product roadmap (something [...]
Announcing the Fall 2009 Recognized Innovator Award Categories
June 24, 2009I am happy to announce the categories for the Fall 2009 Recognized Innovator Awards, which will be held in conjunction with our upcoming Technology Services World conference in Las Vegas, October 19-21 at the Mirage Hotel and Event Center. Awards are presented to association partners, and judged by a panel of association members and industry insiders.
In [...]
Web Collaboration: Hottest Support Technology for 2009
June 16, 2009I promised to come back with more details from my 2009 Member Technology Survey, and this post is focusing on the #1 area of spend this year: Web Collaboration. Since I announced the survey results at TSW last month, I’ve had several emails and calls asking what exactly it means, and what is the value [...]
The Trouble with Twitter: Where’s the Business Use Case?
June 11, 2009One of the challenges of being a technology analyst is most people assume you are ripe to jump on every technology bandwagon that comes along. And I admit, I’m often ready to jump on board and go for a ride. So at the risk of being labeled a Luddite, I’m going to ‘come [...]
How do you compensate for CSAT? Please weigh in!
June 9, 2009We receive a lot of inquiries from SSPA members regarding incentives and rewards for customer satisfaction scores. This information is not currently in our SSPA Benchmark, so I would love your participation in this polling question:
Please take a moment and vote! I will recap the findings in a later post. Thanks for participating!
CRM Insight Podcast: The Business Case for Self-Service
June 1, 2009I recently recorded a podcast with the always fun and insightful Laura Hoyt of SearchCRM.com. Here is a link to listen to the podcast; registration is required. I thought I would pass along some highlights from our interview.
Q: Is self-service a strong investment in today’s economy? Do you expect this market to grow over [...]
TSW Day 3: Awards and Top Attended Sessions
May 7, 2009Our Technology Services World Conference ended yesterday, and we are so thrilled at the turnout (550+!!!), the excellent content, and the spirit of collaboration among the members of our three associations (SSPA, TPSA, AFSMI). I was booked solid with member 1:1 meetings and heard some new challenges (like how to introduce a culture of selling) [...]
TSW Day 2: Top Attended Sessions
May 6, 2009I always think you can learn a lot from seeing what the top attended sessions are for our conferences. They show you what business problems people are trying to solve, and what topics they are most interested in in general. Here were some of the top attended breakout sessions yesterday:
It was standing room only for [...]
TSW Day 2 Recap: Technology Spending Trends
May 6, 2009Today is the final day of Technology Services World (TSW) Santa Clara. I’m amazed at the huge amount and high quality of the content in breakout sessions, and the positive buzz has been terrific. This post will provide a brief recap of what I was up to yesterday.
I gave my keynote address [...]
