EVOLUTION OF BPR

Guilty as charged

Posted on the August 28th, 2008 under Uncategorized by Gregory Yankelovich

I have bitched here about being mistreated as a Customer and in conversation about “Free Tibet” demonstrators, marching in snickers made in China, but Seth is calling a spade.

We’re all hypocrites, and we get what we pay for. The market is astonishingly quick at responding to what consumers do (and incredibly slow at reacting to what we say).

I do believe in Customer Democracy, but let’s face it, as long as we keep responding to email offers of illegal and immoral money offers from African countries, and voting along party lines instead of specific issues and our conscience, we do get what we pay for.

“There is nothing to fear…..”

Posted on the August 14th, 2008 under BPM, CRM, Enterprise Software by Gregory Yankelovich

How come every conversation about CRM starts with a software name or brand? An answer to this question probably explain why so many CRM conversations end with failure stories. Even though every student of Enterprise Software implementation will tell you that key to success is in formalization and optimization of business processes, the very next topic will likely involve a technology to model and document these processes. Kind of reminiscent of Tim “The Tool Man” from "Home Improvement” TV show - who surrounds himself with the most powerful and expensive tools, but doesn’t really have a clue how to operate them to produce anything meaningful.  What is it with us and technology? Here is an observation from Seth Grodin:

We tend to use new tools to do less. We try to save time and money at the same time, and end up depersonalizing and commodifying what we do.

. but the real reason is fear. We use technology to insulate us from our customers instead of bringing us closer.

I wrote about “successful” use of CRM software to save time and money (efficiencies), and failing to use it for development of valuable relationship with customers at the same time (effectiveness) in this blog before, but I never considered fear as a factor.

So what is it we are afraid off?