Multilingual solutions require some basic planning and some forethought but how to go about it? More important how far can you go until “it’s not worth it.” This article examines some of the simplest principles in multilingual coding and examines some of the planning considerations. There is no perfect, one size fits all solution. There are however good guiding principles …
CRM Governance and Interaction review represent ongoing work and the second part of a CRM Strategy implementation plan discussion. The first part of this article is the creation of a CRM Strategy. The approach here is to provide concrete academic examples to reinforce your arguments and approach to managing CRM in your organisation. How we got here CRM Governance Interactions …
Stack the work on OR pile the work on is an idiomatic expression meaning to give someone a lot of work to do. So how do you manage a stack of work? This article explores the evolution of an approach to work I started in 2005. This approach might save you and your teams a host of time as there is a prebuilt tool at the end of it …
Activity Time is a way of thinking about how traditional contact takes in terms of delivering customer interactions and the impact it has on your business. Imagine it’s a bright and sunny Monday morning. You arrive into your business ready to take on the world. Where to start? How did my teams do last week and where does the business …
CRM Strategy is a formal structured approach on implementing CRM and what it represents to your business, no matter the size. Formal researched papers offer factual insight. This articles goes through a number of the formal considerations for developing a CRM strategy based on academic research. When I’ve been put on the spot “why do you argue that?” I …
Business Intelligence is a part of the Information Systems Pyramid but what does it mean in the context of your business? Sexiness can be defined informally as “the quality of being exciting or appealing.” What could a branch of data science possible have that’s appealing or exciting? It all depends on what you mean by exciting or appealing. Firstly …
Level 5 Leadership is a management review model proposed by James C. “Jim” Collins based on finding patterns in existing data from multiple success stories. What sense checks can you take as a manager from this work? Models help mangers to review their products, services, offerings and their management approaches in an objective and unemotional way. The model proposed by Jim …
Prototyping represents the ability to manifest your idea into a form that other people can understand. How do you convey your ideas? Its one thing to have an idea. Yet to find the confidence and convince others “this is going to work” is a very different business challenge. What software developers call “prototypes” marketing people call “test marketing”. As Philip …
FIY or Fix It Yourself is a business approach to reduce pressure on customer care teams. How do you make it work for you not against you? Not “Falling Into You” by Celine Dion or Federazione Italiana Yoga (Italian: Italian Federation of Yoga), FIY is a mindset of using technology and people more cleverly to help facilitate customers resolving their issues. …
SISP or Strategic Information Systems Planning is the process used by managers to figure out what IT systems they need. Yet how do you know what you don’t know? The solution is to use a combination of approaches to do some research and some creative thinking. By taking the output of these tools and reviewing the results, can help you turn …