"There is no such thing as bad weather. There are only poor choices of clothing." - Scandinavian proverb
January 28, 2009
January 23, 2009
Enterprise 2.0 Predictions for 2009
Dion Hinchcliffe from ZDNet put his prognostication prowess to the test with eight predictions for 2009. Here they are.
1. Tight budgets will drive the adoption of low-cost Web 2.0 and cloud/SaaS solutions. "This seems like an obvious prediction but how it plays out will be very interesting..."
2. Online community and 2.0 technologies become a priority for most organizations. "The early data from our IT and Business Outlook Survey for 2009 shows these two areas as a top priority this year for respondents..."
3. Cloud computing will remain one of the biggest new Internet developments. "The cloud computing story, as compelling as it is today for many situations, will only get larger in 2009..."
4. Internal use of 2.0 will continue growth in large enterprises while the struggle continues with market-facing 2.0 products. "We saw widespread internal penetration of social networking and Enterprise 2.0 in organizations globally in 2008, but the weak story continues to be the successful creation of online 2.0 products for the broader marketplace..."
5. The economic climate will at long last drive major advances towards aligning IT with business. "With little room for error this year, many organizations will finally close ranks over the IT/business divide to reorganize, respond to new business conditions, create new revenue streams, and solve long-standing business challenges..."
6. Mobile platforms and devices will become highly strategic in 2009. "[Mobile] will drive business applications that continue to untether the workforce, enable virtual organization while connecting workers together using new collaboration and communication technologies, many of which will be using 2.0 approaches. If the desktop didn’t completely die in 2008, it will become almost completely outmoded in 2009..." [ed. - right on. ;-)]
7. SOA goes on a diet, picks up some new tricks, and survives. "I’ve long been bullish on the ideas of SOA, but very concerned that the focus is on complicated technology, hard to master skills, and too much the purview of technologists and not business people..."
8. The massive changes in the business landscape create new 2.0 business opportunities. "While the financial sector has been hit hard, many aspects of it were already online, if in a very 1.0 way..."
January 19, 2009
January 14, 2009
January 09, 2009
Another "Who Do Customers Trust?" Data Point
An interesting post regarding TripAdvisor, a wildly popular travel reviews site. The source is here. Key quote: "One thing is certain – consumers would trust other consumers over hotel / company marketing departments any day."
I think the premise of the article is flawed...just because one could create an Eliza-esque (much better, actually, but you get the point) "automatic" review generator, there is still the tie-in to reputation and identity that is required to make those reviews more relevant and worthwhile.
The reason I pulled this out was that the two data points on the left of the graph are quite interesting:
- 82% of the respondents preferred customer reviews over the hotel's description
- 70% of the respondents preferred customer reviews over those of "professional reviewers"
N.B. I strongly dislike the "Will A.I. replace the TripAdvisor model" headline on the original article. Gah.
Graph Source: Compete Inc. “Consumer Generated Content in Travel” 2007, via the referenced article.
Tea Leaves
Some thoughts on CRM in 2009:
"In terms of CRM product functionality, look for last year's trend toward "social CRM" -- marked by collaboration tools like wikis and blogs within the CRM experience -- to morph into "cloud CRM," wherein CRM applications connect to external social-networking sites like Facebook or LinkedIn, as well as other Web sources, according to 451 Group analyst China Martens."
January 07, 2009
ON AIR
I'll be talking to Chris Dorobek on @fednewsradio 1500 AM at 3:05p ET / 12:05 PT today about the change.gov iPhone application. More here: http://tinyurl.com/928z74
January 06, 2009
The Airforce's "Counter-Blog" Marching Orders
From Wired. (Click on the image to expand.)
Actually, this is a pretty good flow, with the "Restoration" step in particular harkening back to the "Sifry Method" pointed out a while back for dealing with customer issues.
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