Practical advice for educating employees about your eCommerce platform

By Bob Williams, Leave a comment | Posted February 3rd, 2012 in Customer Focus, eCommerce

There are two groups of people in your eCommerce organization that are on the front-line of dealing directly with customers each day: the help desk and the call center.  Yet when we think about the software development release cycle, it’s easy to focus all of our attention on the planning, development, and testing cycles for [...]

Social Media is Affecting the News Media

By Bob Williams, Leave a comment | Posted January 26th, 2012 in Customer Focus, Ideas

News agencies around the world are constantly challenged with finding and keeping consumers of their published content. Content is certainly king, but the business model has been stressed for many organizations over the past decade based on the advancement of technology and changing consumer habits.

It’s still about getting the attention of readers, listeners, and [...]

Using social media for customer service. Facebook and Google+ open the doors.

By Bob Williams, Leave a comment | Posted January 2nd, 2012 in Customer Focus

Facebook rolled-out a feature for Asia based admins of business pages to allow them to send private messages with fans writes Jon Russell of cmo.com.  The communication must be initiated by the customer. So it’s an opening for a customer service touch-point first rather than private marketing blasts.

With this move, Facebook is giving companies another [...]

Tracking customer behavior across multiple channels

By Bob Williams, Leave a comment | Posted December 10th, 2011 in Customer Focus, eCommerce, internet marketing

Two ads. Two shows. One Brand. While traveling home this week I was skimming a Delta Sky Magazine and noticed two full page ads from Cirque du Soleil. My first thought was that the ads were repetitive. They had different pictures but they were advertising  entertainment from the same brand. With just one page separating [...]

Software Release Management. It’s more than an IT thing.

By Bob Williams, One comment | Posted November 3rd, 2011 in Agile Organization, Business and IT Alignment, Business Process Management, Customer Focus, eCommerce

This is about IT and Business alignment. I’m fortunate enough to have worked in two different functional areas of a business: IT and Marketing. I can say with 100% confidence that business owners and stakeholders of software releases should be more concerned and involved in the IT release management process. The typical release process covers [...]

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