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May 2008

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SugarCon 08 Rocks

  • CEO of SugarCRM Speaks to Investors
    This gives you a flavor of what SugarCon 08 was all about. It was like a high tech lovefest. Children of the 60s and the 90s and the millennium would be happy here.

Recommended CRM Readings

  • C. K. Prahalad: The Future of Competition: Co-Creating Unique Value with Customers

    C. K. Prahalad: The Future of Competition: Co-Creating Unique Value with Customers
    This is great stuff on co-creation of value. Take this book, mix it with The Experience Economy, a dash of CRM at the Speed of Light and the future is ours, man!!! (*****)

  • B. Joseph Pine II & James Gilmore: The Experience Economy

    B. Joseph Pine II & James Gilmore: The Experience Economy
    This is a groundbreaker, folks. One that you should be reading right now. Go. Shoo. Go get it now. It is affecting you as you read this, whether or not you know that. Seminal work on what has been a transition to a new type of economy. (*****)

  • Christopher Locke, Doc Searls, David Weinberger, Rick Levine: The Cluetrain Manifesto

    Christopher Locke, Doc Searls, David Weinberger, Rick Levine: The Cluetrain Manifesto
    If this book didn't spend so much time proclaiming its manifesto and explained it a little more, it would be a disruptive innovation unto itself. It is a powerful and often metaphorically lovely book about the new customer a few years before that customer even knew it was what the cluetrain crew train said it was. A great book but strident as hell. This was a more important book than many realize it was. Or is. (****)

  • Naras Eechambadi: High Performance Marketing

    Naras Eechambadi: High Performance Marketing
    If marketing is something you do, then this book is something you read. Not only does this dynamic book look at marketing in a contemporary fashion - with the customer at the center - but it also helps you figure out how to (finally!) measure your activities and results. A genuinely refreshing brace of business thinking in a field that needs it. (*****)

  • Shoshana Zuboff: The Support Economy

    Shoshana Zuboff: The Support Economy
    This is a revolutionary book. I love this book (partially because it validates everything I say :-)) because it recognizes that the "enterprise logic" of managerial capitalism is no longer sufficient to interest a consumer who is trying to control his/her own value. There's so much more.... (*****)

  • James G. Barnes: Secrets of Customer Relationship Management: Its How You Make Them Feel

    James G. Barnes: Secrets of Customer Relationship Management: Its How You Make Them Feel
    This is a you gotta read, read. Jim is a board member of CRMGuru, has won numerous academic honors, is a real world CRM consultant, runs marathons, and can write up a storm. He thinks out of the box and then provides approaches to how you can. This book is undegoing updating but is well worth it as is. Get it. Now. What are you waiting for? Hurry up!! (*****)

  • Jill Dyche: The CRM Handbook

    Jill Dyche: The CRM Handbook
    The ultimate guide to implementation of CRM. This book is about as practical as it gets. Just lays it right out and boom, you should have an idea of what you have to consider when it comes to CRM. (*****)

  • Paul Greenberg: CRM at the Speed of Light

    Paul Greenberg: CRM at the Speed of Light
    This is the best book on CRM EVER written. So I say. And it is written by me and so I pass judgment on myself. (*****)

  • Donna Fluss: The Real-Time Contact Center

    Donna Fluss: The Real-Time Contact Center
    As Donna points out, this is an ironic title. All contact centers are already "real-time." None the less this is both cutting edge and definitive and reading it is a must (*****)

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May 04, 2008

Bits O' Honey Partido Uno

Quotes To Think About (& Use) In 2.0 Land

Word of Mouth Marketing: How Smart Companies Get People Talking

"A 2006 study by the Verde Group showed that people who hear about a bad shopping experience are less likely than the people who actually had the bad experience to ever set foot in the store." -- from "Word of Mouth Marketing", Andy Sernovitz







Citizen Marketers: When People Are the Message

"That's the deal companies make when relying on the help of customers to grow: customers will volunteeer their time and attention, but they will fight for their status and power." -- from "Citizen Marketers: When People Are the Message" - by Ben McConnell & Jackie Huba




Groundswell: Winning in a World Transformed by Social Technologies"In this world of constant feedback, one element of some corporate cultures is definitely going away. Strategies based on deception are doomed to failure." --from "Groundswell" by Charlene Li and Josh Bernoff





The Divine Comedy: Inferno; Purgatorio; Paradiso (Everyman's Library)"...the human mind has no limit of developing, of realizing ever deeply and more adequately universal orders of life" --from "The Philosophy of Literature" by Gustav Mueller (when speaking about Dante Alighieri's "Divine Comedy")





Community: The Structure of Belonging (Bk Business)"Community offers the promise of belonging....To beloong is to act as an investor, owner and creator of this place. To be welcome, even if we are strangers. As if we came to the right place and are affirmed for the choice."--from "Community: The Structure of Belonging" by Peter Block





Okay, everyone, I'm off to Sapphire 2008, SAP's shindig. They expect about 15,000 there. I'll be one of the herd. There as a "business influencer." Great title. One of the herd. I'll be doing Experience on the Edge (my podcast, if you haven't heard from there using my new Apogee Duet so I can get great rather than mediocre road sound quality. This will be episode #16 of the weekly verbal assault. Go listen to it), though it won't be about Sapphire. The Sapphire commentary will be #17 - and it will be impressions and maybe an interview or two. I'll keep you posted. Watch this blog for Sapphire coverage though.....

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Very useful list, thanks for that!

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