Unlike sales-oriented CRM, Customer Relationship Management within IT focuses on relationships that help empower the business with technology, and if necessary, keep IT out of the way until the time is right Be a member of the customer’s team IT Customer Relationship Managers need to balance between what IT management thinks it needs to deliver, and how the customer … [Read more...] about The Tens—Designing the IT CRM Role
Archives for December 2013
Why Advertising Is Making The Internet and Mobility Less Fun and Eventually, Perhaps, Less Profitable
I’m not ashamed of telling people I like to play Rovio’s Angry Birds. I liked the game better before Rovio decided it was OK to advertise to me even in games that I paid for. Sure, they are advertising in-app purchases, plush toys and their own games, but they are still advertising and it still interrupts game play. I click “close the ads” as quickly as possible so I can get … [Read more...] about Why Advertising Is Making The Internet and Mobility Less Fun and Eventually, Perhaps, Less Profitable
The Tens—IT Change Management
IT often drives change within organizations. This list of tens focuses on how IT can successfully implement new customer-facing systems and infrastructure. Executive engagement. Buy-in doesn’t cut it. If executives and organizational leaders don’t actively engage, drive, and lead the new applications or infrastructure, change won’t happen. Executives need to understand that … [Read more...] about The Tens—IT Change Management