Sometimes I need to be whacked on the side of the head to keep things simple.
All in CRM
Understanding Context in National Online Public Dialogs
So how are we doing in terms of increasing public involvement in creating, assessing, and commenting on public policies?
More Thoughts About "Web 2.0 and Sales Process Management"
My survey-based report Web 2.0 and Sales Process Management is now available in its published form via The Customer Collective and Social Media Today.
With sponsorship from Social Media Today LLC and Oracle Corporation, I’ve developed a brief online survey for sales managers who have responsibility for a team of sales people.
Comments on the Federal Web Managers Council's "Putting Citizens First" White Paper
The “white paper” published by the Federal Web Managers Council in November of 2008, Putting Citizens First: Transforming Online Government. A White Paper Written for the 2008 – 2009 Presidential Transition Team, contains a series of common-sense recommendations that are clearly stated — and deceptive in their simplicity:
Maddie Grant’s recent comment about everyone in an organization having responsibility for “community management” is a good one:
How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?
In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations:
This paper discusses key issues that management should consider when redesigning an automated voice response system that supports customer service.