Saving Yahoo

Davidcard[Posted by David Card]

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Yahoo's new CEO should make an inventory check of Yahoo's core assets, and balance the near-term with the longer term. Yahoo's core positives are:

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Yang Steps Aside as CEO: A Good Thing For Yahoo!

Sharvanboskirk [Posted by Shar VanBoskirk]

**Update** Per the comments below, I've adjusted the title of this post to reflect that Jerry Yang is transitioning out of the CEO role, not "departing" Yahoo! overall.

This morning, Yahoo! announced that founder and CEO Jerry Yang would step aside as soon as Yahoo! found a replacement.

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The Customer Experience Journey -- June 2009 in NYC -- Forrester's first Customer Experience forum

Forrester is launching a new event in 2009 -- specifically created to support Customer Experience executives. Please mark your calendars for June 2009 in NYC. As with all Forrester events, we're inviting the most highly regarded industry experts, and preparing top-quality Forrester insights that will be pragmatic and forward looking. Our theme for the event will be...

"The Customer Experience Journey"

What's the customer experience journey - and why should I embark on it?

I'm glad you asked. My colleague, Bruce Temkin, wrote a report to introduce the idea:

The Customer Experience Journey

[Customer experience is] important, complex, and broken. That's why firms should head toward Experience-Based Differentiation (EBD), a blueprint for customer experience excellence. But EBD can't be mastered overnight. Instead, companies must embark on a multiyear journey through five levels of EBD maturity.

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Buy Now Pay Later Promos

This weekend, Saks Fifth Avenue ran a full page ad in the NYTimes promoting "The Gift of Time. Enjoy no interest and no payments for 12 months on item purchases of $2,000 or more." I'm not surprised. This is a great message for those who may not be as liquid as they once were and for those who hope this economic situation will abate in mid '09.

It also might hit home to wary older customers. In fact, according to our recent consumer survey, where we asked: Given the current state of the US economy, how are you planning to change your holiday shopping habits? Customers over 45 years old are more likely to say they will spend less overall and avoid any major purchases. So retailers whose customer base skews older, might try the same tactic Saks has launched.

Why Music Can't Just Be Free: continuing on the debate

My "Why Music Can't Just Be Free" post has stirred up a hornets nest of debate and comment. As Jupiter's weblogs don't enable comments I've decided to continue the debate on my other weblog MusicIndustryBlog. My opinions are just that, and Jupiter has always believed that good opinions are shaped through debate. So if you want to join the debate join me over there. For those of you that have sent emails or direct messages via Twitter I will reply to you just as soon as I find time.

Note: my colleague Ian Fogg points out that I inferred in my previous post that SourceForge are a developer when they in fact a developer platform.

Forrester Consumer Forum in London - Customer Experience Track report 2

Last week I posted my impressions of the general sessions at Forrester's Consumer Forum in London (November 6-7, 2008). Today, I want to share some snippets from the Customer Experience track, which I moderated:

>> Dr. Nicola Millard (Customer Experience Futurologist - BT)

Nicola gave a very "high energy" presentation on the lessons that BT has learned from its experiences in operating contact centers -

We heard about:

- The voyage towards "appropriate automation" - using automated systems for tasks where it makes sense, but allowing humans to speak to humans when they need to. 

- The ever increasing complexity of communicating through the multiple channels that customers want to use. Just as companies get the hang of e-mail, a new generation of customers feels that e-mail is so 1999... It's time to start supporting channels such as mobile chat, online communities and so on.

- The benefits of listening to customers. BT has found that a community of its customers can identify problems with home broadband equipment faster than BT finds them. And not only do the customers find the problems, they also find the solutions.

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Why Music Can't 'Just Be Free'

The French music industry body Socit civile des Producteurs de Phonogrammes en France (SPPF) is suing four US based developers of P-to-P applications, including the BitTorrent client Vuze, Limewire and Morpheus and Shareaza. (The latter is the one that is stimulating vitriol in the tech blogosphere as it is developed by open source development platform SourceForge.)

Under newly revised French law the US companies can be tried in the France as their applications have not implemented filtering mechanisms to block out copyrighted material.

A couple of arguments are being leveled at the SPPF. The first that these applications aren't designed for copyright infringement. It's not the fault of the developers that they are being used as such. This argument of course has been since the original Napster trial. I'm sorry, but it just doesn't wash. However much there is legitimate usage, the vast majority of usage is not legitimate. All the developers need to do is support their claims off innocence by embedding filtering mechanisms into their apps. If they counter claim that this would restrict the liberty of their users, then they can't any longer argue that they don't support illegitimate usage of their technology.

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Why Music Can't 'Just Be Free'

The French music industry body Socit civile des Producteurs de Phonogrammes en France (SPPF) is suing four US based developers of P-to-P applications, including the BitTorrent client Vuze, Limewire and Morpheus and Shareaza. (The latter is the one that is stimulating vitriol in the tech blogosphere as it is developed by open source development platform SourceForge.)

Under newly revised French law the US companies can be tried in the France as their applications have not implemented filtering mechanisms to block out copyrighted material.

A couple of arguments are being leveled at the SPPF. The first that these applications aren't designed for copyright infringement. "It's not the fault of the developers that they are being used as such". This argument of course has been used since the original Napster trial. I'm sorry, but it just doesn't wash. However much there is legitimate usage, the vast majority of usage is not legitimate. All the developers need to do is support their claims off innocence by embedding filtering mechanisms into their apps. If they counter claim that this would restrict the liberty of their users, then they can't any longer argue that they don't support illegitimate usage of their technology.

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How Aussies use social media, and you should respond

[Posted by Steven Noble]

When I was a marketer, I relentlessly hunted for local data to test my observations and strategies. Everything I could find about Australian conditions made it into my Delicious page, which I regularly mined for proposals and plans.

The process had value — or I wouldn't have done it. But the result was disjointed — a blogging factoid here, some MySpace data there. It left my hungry for a comprehensive analysis of how Australians use social technologies, and how marketers should respond.

With Australian Adult Social Technographics Revealed, I hope this is what I've provided.

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Sales Enablement Roundtable - West Coast Style

Door_to_door_salesman_1950NOTE:  SALES ENABLEMENT HAS A NEW BLOG 

 

On November 7th, I facilitated Forrester’s second sales enablement roundtable – this time in Foster City,California.  Joining us were sales and marketing executives from:  Intel, NetApp, Borland, Informatica, Sun, Interwoven, Microchip, Renesas, Juniper Networks, Trend Micro, and Thoughtworks. 

 

 

Overall, we had an extremely high energy session, even though I lost my voice the previous week.  It’s hard to summarize a whole day of intense discussion into a blog post, but I’ll give it a try.

 

 

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