Comments for the strategyst http://strategyst.com/wordpress Customers, Technology & Management Sun, 06 Jul 2008 02:47:45 +0000 http://wordpress.org/?v=2.0.4 Comment on Product Development 2.0 - A New Collaborative Model by Outsourced Product Development http://strategyst.com/wordpress/2007/01/18/product-development-20-a-new-collaborative-model/#comment-15266 Mon, 10 Mar 2008 11:54:27 +0000 http://strategyst.com/wordpress/2007/01/18/product-development-20-a-new-collaborative-model/#comment-15266 Andrew How different is this from web 2.0 based product development ? Krishna Andrew

How different is this from web 2.0 based product development ?

Krishna

]]> Comment on Product Development 2.0 - A New Collaborative Model by siddhartha tripathi http://strategyst.com/wordpress/2007/01/18/product-development-20-a-new-collaborative-model/#comment-7555 Fri, 17 Aug 2007 09:46:31 +0000 http://strategyst.com/wordpress/2007/01/18/product-development-20-a-new-collaborative-model/#comment-7555 Dear Andrew, While I do appreciate that PD2.0 is all about sharing knowledge of network, collaboration, so many ideas, customer getting the product they want and so on.. There are so many issues, which also need to be answered, like base lining application, when a release reaches BETA stage, Sharing product info with competitors and so on.. I think we need a framework for product2.0 and this is where we need speacialist. Dear Andrew,

While I do appreciate that PD2.0 is all about sharing knowledge of network, collaboration, so many ideas, customer getting the product they want and so on.. There are so many issues, which also need to be answered, like base lining application, when a release reaches BETA stage, Sharing product info with competitors and so on.. I think we need a framework for product2.0 and this is where we need speacialist.

]]> Comment on Mr. Customer… You’re Fired! by miro slodki http://strategyst.com/wordpress/2007/05/08/mr-customer-youre-fired/#comment-6311 Mon, 09 Jul 2007 18:55:26 +0000 http://strategyst.com/wordpress/2007/05/08/mr-customer-youre-fired/#comment-6311 No problems dropping unprofitable customers at the appropriate time can vendors do the same? mid-stream? what about contracts? bit of a slippery slope but do understand the crm 1.0ness of it all cheers my $0.02 No problems dropping unprofitable customers at the appropriate time

can vendors do the same? mid-stream? what about contracts?

bit of a slippery slope
but do understand the
crm 1.0ness of it all

cheers
my $0.02

]]> Comment on Keep Your Best [Customers], Fire The Rest by the strategyst » Blog Archive » Mr. Customer… You’re Fired! http://strategyst.com/wordpress/2007/05/07/keep-your-best-customers-fire-the-rest/#comment-4570 Tue, 08 May 2007 13:37:12 +0000 http://strategyst.com/wordpress/2007/05/07/keep-your-best-customers-fire-the-rest/#comment-4570 [...] Mr. Customer… You’re Fired!CRM for Small And Growing EnterprisesKeep Your Best [Customers], Fire The RestCRM Vendor Consolidation Continues (Through the Lens of the CDC - Saratoga Announcement)The Rise of “Searchndising”You Can’t Measure What You Don’t Manage (or Something)MaSpace (Parenting 2.0 Style)New CRM SiteIncommunicadoNow, That’s What I’m Talkin’ About! [...] […] Mr. Customer… You’re Fired!CRM for Small And Growing EnterprisesKeep Your Best [Customers], Fire The RestCRM Vendor Consolidation Continues (Through the Lens of the CDC - Saratoga Announcement)The Rise of “Searchndising”You Can’t Measure What You Don’t Manage (or Something)MaSpace (Parenting 2.0 Style)New CRM SiteIncommunicadoNow, That’s What I’m Talkin’ About! […]

]]> Comment on Incommunicado by the strategyst » Blog Archive » Keep Your Best [Customers], Fire The Rest http://strategyst.com/wordpress/2007/04/13/where-ive-been/#comment-4528 Mon, 07 May 2007 14:28:48 +0000 http://strategyst.com/wordpress/2007/04/13/where-ive-been/#comment-4528 [...] Keep Your Best [Customers], Fire The RestCRM Vendor Consolidation Continues (Through the Lens of the CDC - Saratoga Announcement)The Rise of “Searchndising”You Can’t Measure What You Don’t Manage (or Something)MaSpace (Parenting 2.0 Style)New CRM SiteIncommunicadoNow, That’s What I’m Talkin’ About!Your Loyalty Costs Too MuchThis is How We Roll in a Web 2.0 World (or 37 Signals Revamps Highrise) [...] […] Keep Your Best [Customers], Fire The RestCRM Vendor Consolidation Continues (Through the Lens of the CDC - Saratoga Announcement)The Rise of “Searchndising”You Can’t Measure What You Don’t Manage (or Something)MaSpace (Parenting 2.0 Style)New CRM SiteIncommunicadoNow, That’s What I’m Talkin’ About!Your Loyalty Costs Too MuchThis is How We Roll in a Web 2.0 World (or 37 Signals Revamps Highrise) […]

]]> Comment on You Can’t Measure What You Don’t Manage (or Something) by Andrew Boyd http://strategyst.com/wordpress/2007/04/23/you-cant-measure-what-you-dont-manage-or-something/#comment-4417 Fri, 04 May 2007 15:25:54 +0000 http://strategyst.com/wordpress/2007/04/23/you-cant-measure-what-you-dont-manage-or-something/#comment-4417 Kim, thanks for sharing. The sad thing is that this is a clear case of process over results. A car wash is practically free and it likely took longer to explain why they were going to disappoint your husband rather than just honor their poorly explained "perk". Unfortunately, I don't really have confidence that the poor survey rating is going to really change any thing. For a customer experience program to work, the operations and [customer] strategy need to be aligned. Kim, thanks for sharing. The sad thing is that this is a clear case of process over results. A car wash is practically free and it likely took longer to explain why they were going to disappoint your husband rather than just honor their poorly explained “perk”. Unfortunately, I don’t really have confidence that the poor survey rating is going to really change any thing. For a customer experience program to work, the operations and [customer] strategy need to be aligned.

]]> Comment on You Can’t Measure What You Don’t Manage (or Something) by kim http://strategyst.com/wordpress/2007/04/23/you-cant-measure-what-you-dont-manage-or-something/#comment-4375 Thu, 03 May 2007 15:25:34 +0000 http://strategyst.com/wordpress/2007/04/23/you-cant-measure-what-you-dont-manage-or-something/#comment-4375 My husband and I too bought a car, recently, with the same request to grade them excellent on the forthcoming survey. I agree that customer service should be genuine and not thrown in our face. Probably more so with cars, the customer already knows what we want and what to expect when we get to the dealership. Now I add the next level of aggravation - The Service Dept., yes, they too will barrage you with customer service surveys. You might, or maybe not, be surprised to know that our particular service dept. made my husband feel like a complete and total idiot. One of the perks for purchasing their "top end" sport sedans is that at "any time you are out and about you may want to drive into our service department and they will run your car through the car wash." Well, on the Saturday that my husband and I chose to share the whole day together because we were celebrating our Anniversary, I had one errand to get out of the way, I needed to take an Algebra exam (I am in college). So while my husband was waiting for me to finish at school - He took my car to the dealership, thinking that it would be a loving gesture, to run it through the "free" car wash. When he arrived, the service rep practicaly laughed at him while she explained that, it seems, they only wash your car on Mon.-Fri. 8:00-5:00. It would have been nice if someone had informed him of this in an apologetic, understanding tone, because our sales rep (they guy that sold us the car, I dont know, perhaps he was more pre-occupied and concerned about his post-sale survey) had not told us the specifics of the "perk". That is if you can call that a perk- I have a Mon-Fri 8:00-5:00 job that demands that I be there at 8:00 until 5:00. After all that is why they sign my paychecks. So when am I suppose to benefit from this "perk"? When is anyone with a decent job (and you would have to have a decent job to afford one of these cars)suppose to benefit from this "quality customer service"? Oh and by the way, we have yet to receive the latest customer service survey, I can't wait! My husband and I too bought a car, recently, with the same request to grade them excellent on the forthcoming survey. I agree that customer service should be genuine and not thrown in our face. Probably more so with cars, the customer already knows what we want and what to expect when we get to the dealership. Now I add the next level of aggravation - The Service Dept., yes, they too will barrage you with customer service surveys. You might, or maybe not, be surprised to know that our particular service dept. made my husband feel like a complete and total idiot. One of the perks for purchasing their “top end” sport sedans is that at “any time you are out and about you may want to drive into our service department and they will run your car through the car wash.” Well, on the Saturday that my husband and I chose to share the whole day together because we were celebrating our Anniversary, I had one errand to get out of the way, I needed to take an Algebra exam (I am in college). So while my husband was waiting for me to finish at school - He took my car to the dealership, thinking that it would be a loving gesture, to run it through the “free” car wash. When he arrived, the service rep practicaly laughed at him while she explained that, it seems, they only wash your car on Mon.-Fri. 8:00-5:00. It would have been nice if someone had informed him of this in an apologetic, understanding tone, because our sales rep (they guy that sold us the car, I dont know, perhaps he was more pre-occupied and concerned about his post-sale survey) had not told us the specifics of the “perk”. That is if you can call that a perk- I have a Mon-Fri 8:00-5:00 job that demands that I be there at 8:00 until 5:00. After all that is why they sign my paychecks. So when am I suppose to benefit from this “perk”? When is anyone with a decent job (and you would have to have a decent job to afford one of these cars)suppose to benefit from this “quality customer service”?
Oh and by the way, we have yet to receive the latest customer service survey, I can’t wait!

]]> Comment on Capturing Feedback and Tracking Influencers in a CRM System by the strategyst » Blog Archive » Now, That’s What I’m Talkin’ About! http://strategyst.com/wordpress/2007/01/19/capturing-feedback-and-tracking-influencers-in-a-crm-system/#comment-3960 Fri, 30 Mar 2007 19:47:56 +0000 http://strategyst.com/wordpress/2007/01/19/capturing-feedback-and-tracking-influencers-in-a-crm-system/#comment-3960 [...] I have posted before about the general need for a sensing mechanism to capture and monitor direct and indirect customer feedback.  Check out this post and the comments by Pete and the Social Media team at Well Fargo. It is pretty cool to see this happening in live time. Well done to Wells Fargo. [...] […] I have posted before about the general need for a sensing mechanism to capture and monitor direct and indirect customer feedback.  Check out this post and the comments by Pete and the Social Media team at Well Fargo. It is pretty cool to see this happening in live time. Well done to Wells Fargo. […]

]]> Comment on This is How We Roll in a Web 2.0 World (or 37 Signals Revamps Highrise) by "Citizen Product Design" « Share Tactics http://strategyst.com/wordpress/2007/03/22/this-is-how-we-roll-in-a-web-20-world-or-37-signals-revamps-highrise/#comment-3913 Sun, 25 Mar 2007 18:05:03 +0000 http://strategyst.com/wordpress/2007/03/22/this-is-how-we-roll-in-a-web-20-world-or-37-signals-revamps-highrise/#comment-3913 [...] This is a frequent theme over at Strategyst, Inc, most recently in this post: …just 36 hours after launch, 37 Signals has made (not announced… made) significant changes to the product and pricing based on early user feedback. [...] […] This is a frequent theme over at Strategyst, Inc, most recently in this post: …just 36 hours after launch, 37 Signals has made (not announced… made) significant changes to the product and pricing based on early user feedback. […]

]]> Comment on This is How We Roll in a Web 2.0 World (or 37 Signals Revamps Highrise) by Andrew Boyd http://strategyst.com/wordpress/2007/03/22/this-is-how-we-roll-in-a-web-20-world-or-37-signals-revamps-highrise/#comment-3890 Fri, 23 Mar 2007 17:28:36 +0000 http://strategyst.com/wordpress/2007/03/22/this-is-how-we-roll-in-a-web-20-world-or-37-signals-revamps-highrise/#comment-3890 Thanks Pete, In my original post, I alluded to using it a job hunting tool. There are probably hundreds of uses. Over time, I think a ton of this stuff will start to shakeout (just like with basecamp). If anyone else has any ideas, I'd love to hear them. Thanks Pete,

In my original post, I alluded to using it a job hunting tool. There are probably hundreds of uses. Over time, I think a ton of this stuff will start to shakeout (just like with basecamp). If anyone else has any ideas, I’d love to hear them.

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