In covering Customer Service, I have divided the topic into three aspects:
“Get the Basics Right”
“Understand the Business of Customer Service"
“Plan for the Future of Customer Service.”
I just published a document, “How To Win Funding For Your Customer Service Project." Forrester suggests to standardize the process and template for a business case. We use the discipline Total Economic Impact™ to calculate the ROI for an initiative. I’m hearing from a lot of my clients that in order to get their project approved, they need to justify it.
Today I had an inquiry call from a vendor that wanted to know how best to standardize the business justification process. They are finding that they can’t even get a meeting, or if they do, then one of the first sales objections of their clients is, “What is the ROI of this solution?"
If you had asked me three years ago whether the mobile industry would become a free-for-all of innovation and opportunity, I would have been forced to sigh and say, "can't see how -- the carriers don't seem interested in unlocking that potential."
I would certainly have been wrong as Apple has so impressively shown with its iPhone strategy (with first AT&T's and now 100s of carrier's support).
After 21 months in market, it's quite clear that Apple is redefining its third industry: first the computer industry, next the music industry, and now the mobile industry. With 25,000 applications (yes, mostly consumer applications today) available on Apple's private store and a reported 800,000,000 downloads, the iPhone has become a new platform for innovation.
At least one major enterprise vendor -- Cisco -- now treats the iPhone ahead of BlackBerry devices as a tier one device, at least as demonstrated by its WebEx and Cisco Call Manager applications.
While this blog spent its first year as a place of general conversation, I am changing it to focus on CEOs. I am the CEO of a small public company but I often spend time with big company CEOs – the leaders of the organizations that Forrester advises. This blog will contain ideas, research, observations, and analysis pointed at increasing the success of CEOs. It will identify what CEOs must accomplish to improve the prospects for their organizations and increase their own personal effectiveness. It will help CEOs take unique approaches to their challenges – hence “The Counterintuitive CEO.” This is in keeping with Forrester’s role focus – the company goes to market helping 19 roles attain high performance.
To keep all of this from becoming too sterile and boring, I will also include some personal observations -- recommendations for books, articles, music, things I love and things I hate. My intention is to share information that may make you think counterintuitively…or simply take the edge off.
While I am targeting CEOs, all are welcome here…and I ask all to join in on the conversation. Ping me when I’m off-base and please add ideas and information to push the discussion to a more valuable plane. I’m honored to have you participate.
The bands gaining ground include the E Street Band, Doors, Replacements, Ramones, and Beach Boys. New entries incude The Eagles, REM, and Sonic Youth.
My put-down in the original post has rallied the Dead supporters -- they are trying to move the Jerrys past the Brothers. Which reminds me of a most excellent rock and roll joke:
What did one Dead Head say to the other Dead Head when the drugs ran out? "This music sucks!"
Here's the latest ranking.
Allmans Dead E Street Band Doors Replacements Beach Boys Ramones Aerosmith The Band ZZ Top Metallica Velvet Underground Nirvana Phish REM Guns N' Roses Pearl Jam Eagles Black Crows Creedence CSN&Y Foo Fighters Fugazi Jefferson Airplane Little Feat NRBQ Rush Stooges Talking Heads Tom Petty and Heartbreakers White Stripes Wilco Sonic Youth REM Crazy Horse (Neil Young) Clutch Chili Peppers
For those of you interested in why analysts write the reports they do and how they might have done things differently, our podcasts provide a behind-the-scenes look at what customer conversations, market trends, and other issues motivate our research.
I am writing this blog on my way back home from www.himss.org show in Chicago, while a tingly chill crawls down my back. It’s a creepy feeling of déjà vu. Even worse, it feels like the movie Groundhog Day where the main character keeps waking up on the same day, same date, never able to get to tomorrow. Everything he was able to achieve during the day is erased, and he has to do it over, and over, and over again. This was the feeling I got as I walked the show floor and kept asking myself questions such as:
Where are the open technology standards?
Where is the transparency?
Where is the common sense that business requirements, not vendors, dictate the rules?
Here's the massive lack of consensus so far. If you haven't yet voted, please chime in. Bands listed by number of votes as of April 6th at 12:30 P.M.:
Allmans E Street Band Dead Doors Aerosmith Replacements Beach Boys Nirvana Phish Ramones REM The Band ZZ Top Black Crows Creedence CSN&Y Foo Fighters Fugazi Guns N' Roses Jefferson Airplane Little Feat Metallica NRBQ Pearl Jam Rush Stooges Talking Heads Tom Petty and Heartbreakers Velvet Underground White Stripes Wilco Eagles Chili Peppers
This is one of the most frequently asked questions I get in my many interactions with people on the topic of CMDB. The short answer is, “A CMS is possible, but the common model of CMDB is not.” I have even been challenged on Twitter that CMDB is nothing more than an endless time sink (follow glennodonnell to see the threads). Sadly, this is a common perception that is fueled by the many failures resulting from an unrealistic view of CMDB as a monolithic database.