Quick thought: Customer Adoption Max Effgen, April 29, 2009 Nearly every client I have worked with has had concerns and challenges with Customer Adoption. Successful clients care about Customer Adoption. It can deliver real and significant ROI. There is a secret to Customer Adoption. Customers will only adopt if it improves their experience. Think about the customer’s experience. Improve… Continue Reading
Zappos – Great service Max Effgen, April 28, 2009 I have recently been really impressed with Zappos. No it is not the Kiva robots in the warehouse. Although that is very cool. They get “it”. Great customer service. My orders always have shipping upgraded. The shoes always arrive before they are expected. A recent pair of running shoes arrived… Continue Reading
Proactive Customer Care Max Effgen, April 27, 2009 The notion of a proactive customer care has been around for many years and taken many forms from the airline calling about a canceled flight to current SMS alert notifications from any number of devices, products and services. The goal is simple. Customers do not want to have to tell… Continue Reading
How to build a Google Gadget Max Effgen, April 24, 2009 I have had some recent conversations about Google Gadgets. More than just simple applications, gadgets can be extended to useful applications for a CRM system. On a related note, I have built 2 of my own PHP based gadgets for my photography website. They drive close to 80% of the… Continue Reading
Transaction to Trust Max Effgen, April 23, 2009 Transaction to Trust: The New Era of Customer Service by John Yaggie. Nice quick read that illustrates the “Show the Love” philosophy for customer relationship building and care. Continue Reading
Why McKinsey’s Cloud Report Missed the Mark Max Effgen, April 22, 2009December 2, 2013 Why McKinsey’s Cloud Report Missed the Mark by Joe Weinman at GigaOM is another good read on the now infamous McKinsey Cloud Report. See earlier post if this is news. Continue Reading
Cloud impediments… Max Effgen, April 22, 2009 FBI seizures highlight law as cloud impediment by James Urquhart is an interesting read on the law and the cloud. Having sold a “cloud” service, these aspects of the cloud come up — a lot. Legal departments live for this kind of stuff. As this example in the article shows,… Continue Reading
Enterprise and the cloud Max Effgen, April 20, 2009 Analysis from McKinsey & Company that “deflates the cloud” according to coverage by Forbes. I have checked it out and I could wax philosophic on this, but Nicholas Carr has already produced as very good criticism of the report. The cloud will supplement in the enterprise as it will incubate… Continue Reading
Some Favorite Eats… Max Effgen, April 18, 2009 Was able to take some time to visit Pike Place Market today. Very crowded for a Friday in April. The cruise boats will be here soon and with them, tourists. Inevitably, I am asked for recommendations, so here are a few good places to grab a bite. Palace Kitchen My… Continue Reading
Many Hands, Light Work Max Effgen, April 17, 2009 This recent article in Forbes, Eclipse: Many Hands, Light Work by Lee Gomes, argues that competitive advantage is not in the code, but in the data. I find myself often agreeing with Gomes and enjoy his writting. Unfortunately this time, Gomes misses the point. Competitive advantage is in the process… Continue Reading