This weekend I spent several hours reading a thesis on the implementation of CRM Customer Relations Management. The graduate student had done thorough research both by digging through the multitude off available journals on the internet and conducting surveys within the branch office that gave him his thesis subject. The regional office did not walk in pace with the crm plans from headquarters. What caused the delay in implementation and how could this be turned around?
As a regional office choices had allready been made and headquarters had decided that Siebel was the software that would facilitated the crm strategy.
While reading the thesis it became more and more clear how brilliant the Siebel organization does it’s own CRM. They have created a self fulfilling prophecy by setting up a network of hundred so called partners who spread the message. They actually established a complete Siebelisation but how does that work?
The moment a company decides to implement Siebel as crm instrument Siebel becomes THE equivalent of CRM within the company. It starts by handing the Siebel software to the IT department. Next everybody that is involved, one way or another, with customer contact has to get access to the software and has to start entering information into Siebel. It is like this new employee called ‘Siebel’ enters the firm. From the top it is promoted that this new colleague is THE solution for future business, more revenue, higher service levels. All the things the existing employees were not able to establish so far will become true with this ‘Siebel’. but Siebel is not a new employee even though it’s name is spread and introduced like one. Siebel is a direct colleague from this other guy that runs the company sometimes but does not appear in the face book and phonelist, ‘Murphy’.
the exiting thing is that the management expects that all the hardworking employees start sharing their valuable customer knowledge with this new guy ‘Siebel’ but they do not know exact what Siebel will and can do with the information nor do they know what the management and Siebel have made for exact plans. Will Siebel braindrain us and will we loose our jobs?
Whenever I come in a situation where I have to implement a crm system and it turns out that Siebel is THE ultimate toolbox to fulfill the plans I will definitely NOT Siebelize the company. I will come with another approach that makes clear from the start that Siebel is not the solution for success neither the excuse for failure. Siebel is just an instrument to make people perform better towards customers and facilitate customer intimacy like we all know so well when we meet it every now and then when we are customers ourselves.
Whenever you drown in information, start mapping. I’ve been using mindmapping for years. Not only does it help you to free your brains of abundant information, it helps you to get a clear picture of chaotic information. Visualising information helps you to empty your mind, prioritize and above all it lets your brains grow.
The godfather of mindmapping, as far as I’ve found is Tony Buzan. Check what evri maps out on Tony Buzan
My personal credo for the last twelve years has been:” L’Histoire se repete”.Today when you take a look at what is happening in the world it feels like yesterday that the dot.com bubble burst. I was working in the internet industry when this happened. But what did happen those days?During the early days of the internet the trees grew streight into the sky. People were writing business plans. No ‘common sense’ business plans but ‘wishfull thinking’ business plans. When all this wishfull thinking turned out not to be profitable people relying on only superficial information panicked. People did not do proper research. They never fully tried to understand the potential of the internet technology and thus were open to be dragged into adventures based on greed. Virtual had to be realistic again to get the world moving again. These days history repeats itself. The financial markets are clashing. This time we have a dot.cash bubble that bursts. Financial constructions, based on greed and watered with wishfull thinking have created huge trees with hardly any solid roots in the ground. The moment the world starts shaking these financial trees they crumble and colapse. Now what is the lesson for us, human beings, to learn from what’s happening? That we are not ready to fully understand and live with virtual reality. It seems that even top executives has lost their way in what was real and what was wishfull thinking. Or is it that greed in the end will not pay-off?For me I do think that the internet and the virtualisation of society brings us huge advantages. But most of our educational systems are still based on the old industrial principles. they learn us to value what we can grab but they never try to explain how systems are interrelated.Maybe, quantum physics comes closest to explaining what is happening. Nothing we see is solid. The financial markets are no solid constructions! Einsteins relativity theory offers a great point of perspective to watch what is called in the media teh financial crisis.What looked solid to millions of people only proofs to be a web of information spun around, almost nothing.Today we have to learn how to cope with the new reality: Nothing is what it seems and the Dot.Cash bubble burst proofs it.
Nothing but the truth is what most english speaking people automatically will fill into the dots. But this automatism is not so obvious for todays ‘news’.
With the internet each and every person in the world has become a publisher and can create his or her own news and even truth. As the amount of information grows more then exponential internet users need to train themselves in constantly evaluating the news or information they consume.
Did I mention the Surprise stripper in the Rumanian metro as a possible great campaign to promote the use of public transport in the end the stripping girl turned out to be a viral for a fast food chain. This week people in the United states are speculating on some sort of monster that washed ashore somewhere on the American coast at Montauk. (see google map at bottom)
But what does this information mean? Did there really wash a monster ashore?
If this is authentic information it is great for science. But in the same mindshift I can imagine that we are being prepared for the launch of a new campaign for whatever product, service or brand and this turns out to be a hoax or viral. Halleluja for human creativity.
You be the judge.
Do it yourself investigation is the way to keep track of the world where fear and fun are devided by the grand canion of human creativity and imagination.
Cross check this monster story:
– that started at: Gawker
– check where this monster fwas ound: Montauk at Google Maps
– And last but not least, judge your own image evaluation skills. Is this a real monster or just great Photoshopping?
It’s a beauty, but what do you think