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Saturday, August 17, 2002 |
Mini-case of CRM plus knowledge management at Itron
The Knowledge Light [Line56: B2B News]
Like many early CRM adopters, Itron failed to make the technology pay off. "We hit that bump in the road," admits Paul. "We viewed CRM as a technology, not a process. And it became a hindrance tool, not a benefit." Undaunted, Itron pushed onward and formed an information technology advisory board to oversee its knowledge-based efforts. During the summer of 2000, the board recommended that Itron work directly with Siebel and expand CRM initiatives to include marketing-campaign management and call-center support that would work in conjunction with existing sales-force software. In other words, Itron was beginning to think of knowledge as borderless and pervasive.
Good mini-case of CRM implementation with a segue into an internal portal for employees focused on providing similar information to what was contained in the (Siebel) CRM.
8:07:49 PM Google It! 
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Rethinking mundane processes
Technography: Meeting Checklist. Major competitive advantage for companies that follow the items on this checklist!Evaluate the "intelligence" of your meeting system by exploring each stage of your meeting process. There are a total of 23 measures, each of which could lead to more productive communication. [Roland Tanglao's Weblog]
As you go through this list, it's worth reflecting on the opportunities for great leverage in revisiting mundane processes in organizations and thinking about how to make them better. While the opportunity is great, there is also a major barrier in getting people to adopt new practices, particularly in areas where they are unaware of their practices to begin with.
Why bother to make meetings more productive? How do you help people see how changing what they do in a meeting today might greatly simplify their life three weeks from now? How do you help them care enough to do something about it?
10:50:28 AM Google It!
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© Copyright 2002 Jim McGee.
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