Home
Bertrand Duperrin's Library tagged → View Popular
Initial review of 12Sprints.com
"12Sprints.com is a project from the Business Objects group at SAP, and seems to be related to a concept SAP previously called “Bridge Space.” Bridge Space was a concept demo a couple of years back at SAP to promote immersive meetings, collaborative decision making tools, linking applications and data into planning and decision-making processes, and just generally making decisions more transparent, collaborative, process-oriented, data-driven, and actionable."
-
While a social tools user would have no trouble picking up the basic use of 12Sprints.com, a less savvy user will struggle, and even a very experienced social tools user will almost certainly miss much of the capabilities of 12Sprints.com due to lack of instructions, tutorials, examples, and help.
-
The tools provided for collaboration, decision making, assignment of tasks, sentiment management, etc. were nicely laid out, performant, and stable in my use.
- 4 more annotations...
The Customer Revolution: How can we prevent a Social CRM bubble?
"The fact remains however, that there was a CRM bubble and it burst. For many years CRM was a dirty word. I worked with a number of customers 5-8 years ago who refused to use the term "CRM" and instead referred to it as "Loyalty", "Customer Management" etc. It has only been in the last couple of years that the term seems to have bounced back and removed it's negative connotations. CRM is now seen as a positive initiative, crucial to supporting customer retention and growth strategies and Social CRM is a natural extension to the topic, embracing the customer's new control of the conversation."
-
Nothing like enough attention was given to the people / change aspects of customer-centric transformation. I have personally seen call centre agents with a shiny new CRM system, hang up on customer's as they answer the call in order to try and get their AHT down! Incentives drive behaviour more than any technology.
-
I've seen lots of product demonstrations where vendors pitch an offering to listen to customer feedback, connect to the twitter fire hose etc. Few articulate the reality of how that insight can be used to improve products, processes and the customer experience as that involves far more than just technology.
- 1 more annotations...
Selected Tags
Related Tags
Sponsored Links
Top Contributors
Groups interested in processes
-
Creating Quality
The general task of creatin...
Items: 9 | Visits: 152
Created by: tony curzon price
-
Instructional Design
The theory and practice for...
Items: 60 | Visits: 55
Created by: Clay Leben
-
skura
We provide CRM consulting s...
Items: 4 | Visits: 15
Created by: Pierre Joan
Highlighter, Sticky notes, Tagging, Groups and Network: integrated suite dramatically boosting research productivity. Learn more »
Join Diigo