Users, that’s what IT calls customers, tend to think of IT as what they see on the monitor (Outlook, Word, browser, business apps), but so much more goes into providing services including disaster planning, security, documentation, auditing, training, support, reporting, network management, disk storage, vendor management, IT operations systems (ITIL), expense management … the list goes on and on. I offer four things that Marketing doesn’t know about IT.
In addition to the traditional monetary (products, spend, portfolio) based mechanism of measuring customer value , Wunderman is suggesting a more complete valuation of the customer to include influence and engagement.
At this weeks Forrester Consumer Forum I attended the Customer Intelligence Leadership board and had an opportunity to hear Joe Stanhope & Suresh Vittal present a case for “Intelligence-Powered CRM.”  The central thesis is that applying Customer Intelligence (CI) to Customer Relations Management (CRM) increases the likelihood of successful implementation. Forrester defines CRM as a …
This is a quick update to my recent klout post. klout requires users to manually update their klout score. As you can see here, you need to click to refresh. I don’t feel klout goes out of its way to make that clear. If I had to guess, I’d bet they are working to make …
I’ve been evaluating Foursquare’s Ping feature that I recently uncovered in the Android release. In this post I’ll describe Foursquare’s Ping, what I like and what I would change. Foursquare’s Ping The problem with most LBS apps is that checking in is a solo event. Yes, you can notify friends of your location via the in app …