confused of calcutta

I am privileged to work with many talented people, people who like thinking about what they are doing and why. As we began our circuitous route on to an internal blogosphere, two questions kept coming up.
One, should we start with an open approach to information and then close those bits and pieces that need closing….or [...]

[Read more →]

One of the questions that keeps popping up when people discuss “giving the customer’s information back to the customer” is:
Is the customer ready for this?
This is not a trivial point. The social and cultural aspects of such a move need to be thought out and prepared for, one of the reasons why this hasn’t happened [...]

[Read more →]

I remember being at a conference some years ago, when I was asked “Of all the things that are being hyped right now, what do you dislike most?”I replied “Customer Relationship Management”, arguing that the models I saw were more about Customer Exploitation Management than about Relationship Management. You don’t seek to exploit people you [...]

[Read more →]