Sunday, May 18, 2003

Conversational Relationship Management.  Perhaps an idea for our future! George Dafermos on eCRM: Promises and Challenges: ...No matter how simple this may sound, there are plenty of corporations struggling to respond ‘in a personalised’ - or simply humane - manner to customer enquiries via email. For CRM applications to provide tangible value both to organisations and customers, this is a chasm that e-CRM practitioners have to cross. CRM has to reconcile the tension between centrally manipulated customer information and an enhanced user experience. The role of User Interface knowledge is thus of primary importance, however, theory should be complemented with practical and easy-to-use (on the user part) technologies that maximise the potential for direct, humane marketer-customer interactions. In my opinion, the technology/social process best positioned to take e-CRM to the next level is Weblogs... His report has a small background section along with suggestions and thoughts on four dimensions: automation, web services and component-based development personalisation weblogs cross/up selling opportunities & price and service discrimination READ MORE [Ross Mayfield's Weblog] comment [] 11:59:40 AM     The Other 80%. Jay Cross has posted a whitepaper on Informal Learning - the other 80%, in support of Friday's eLearning Forum event.  Jay points out that learning is fundamentally social and traditional systems fail to support informal learning. Informal learning takes place within social networks as an outcome of conversation. [Ross Mayfield's Weblog] comment [] 11:55:08 AM

© Copyright 2003 Paul. Last update: 6/2/2003; 7:46:05 PM. This theme is based on the SoundWaves (blue) Manila theme.