Route 56 Podcast

Route 56 #8 - September 29, 2006 - Analyzing the Analysts - Looking at CRM From Their Side and At Them

This is short by my standards. Less than a million years long. This episode takes a look at the CRM world through the eyes of the analysts (I wear glasses) and through my analytic eyes (I said I wear glasses) at the analysts themselves. In short, so to speak, there are four segments:

1. Analyzing the analysts - I discuss the major analyst firms in CRM - Gartner Group, Forrester, IDC and Aberdeen Research, recently acquired by Harte Hanks for reasons that make no sense no matter what they were - which tells you what I think of Aberdeen. I also name the best analysts in the business. I could tell you here but then you wouldn't listen to the podcast.


2. The NY Five Minutes - a few snippets on what analysts are reporting when it comes to CRM recently - for example, Gartner on Oracle CRM


3. Companies You Should Know But Probably Never Heard Of - This segment is me with my analyst hat on - companies that I expect to do very well in the CRM space but you probably don't know them for one reason or another. I met some of them at the Gartner CRM Conference I spoke at a couple of weeks ago. Others I just know from other places. I highlight two and mention others to keep your eyes on.


4. Finally, an interview with Denis Pombriant that is prefaced by something quite cool - his own kids, Alec and Jack composed and then played jazz that introduces my interview with this remarkable guy. My first user created content and by the kids of the dad I interview on his perception of where CRM is now trending and moving toward. Best analyst out there for the 2.0 view from the summit.

Okay, time to attribute the music. But I want to preface it with something about one of the artists. Maria Daines is the artist who does two pieces here and there are links to her site etc. where I attribute it below. But I gotta tell you, she is amazing. She is really good (that's my insightful musical analysis) not amateur in any way and has a voice that deserves greater visibility. I think she lives in Europe somewhere which may be why I don't know much about her and have never heard her until now. But I am SO impressed I can't tell you. The vocalist I think she's most like is Janice Joplin. Which says a lot. I loved Janice Joplin. I did.

The Music We Love

1. The Opening of the Episode - "Business Ain't Music" by Maria Daines


2. Analyzing the Analysts - "Forecast" by GsE-Prophet


3. The NY Five Minutes - "New York, New York" by realla squad


4. Companies You Should Know... - "Your Time Will Come" by Maria Daines (its number 49)


5. Denis Pombriant Interview - "Title Unknown" by Alec and Jack Pombriant


6. Closing of the Episode - "Business Ain't Music" by Maria Daines
   
   

Here's the link to directly listen to this podcast episode Click HERE

Technorati : Aberdeen, CRM, Denis Pombriant, Forrester, Gartner, IDC, Route 56, analysts, customer experience

Route 56 #5 July 24, 2006 CRM, Sports, The Yankees, Sports, The Yankees, CRM, The Customer Experience

This episode is unique and certainly considerably different than any other. It has a specific focus and that is sports. Not only do I cover the news and commentary including items on the Yankees, the NBA and RIM, the Washington Nationals and the stadium experience they are aiming for with their "Grand Re-opening" of RFK under the new Nationals management, but there are interviews and an op ed on - what else? CRM and sports.

The interviews? I thought you'd never ask. They're with Mike Minelli, SAS's national account manager for Major League Baseball.com and Advanced Media. He tells a fascinating story about what MLB Advanced Media is doing with CRM and even the business lines outside baseball that it's propagating. And, of course, SAS's role in that. The other interview is with Shawn Tilger, the VP of Marketing and Communications of the Philadelphia Flyers. The Flyers and their parent Comcast Spectacor are doing wonders for the fan/customer experience. Shawn actually details a significant number of universally applicable best practices but when applied to sports, they're just so cool!

Dr. Jeff Tanner, Baylor University's Associate Dean of Research & Faculty Development speaks on why sports teams, like the Miami Heat, need to utilize CRM at those times when the years aren't so gracious to their winning ways.

Finally, I speak about a team that does CRM organically and without any particular CRM technology that I'm aware of. I'll leave it a mystery but I'll give you a hint. It's an NFL team.

This is just a really cool episode and the music is very....atmospheric.

1. The Show Intro and Closing Music - Pump It (written by The BlackEyed Peas) but performed by a cover band called Peru Rockero


2. The NY Five Minutes Intro - A jazzy version of Take Me Out to the Ball Game done by King Curtis


3. The Musical Acknowledgements and Intro for Mike Minelli, SAS - Sports Super Hero by Milestone Media's Gene Engelgau


4. The Intro to the Segment on the Mystery Team (DRAT! This gives it away) - I Love My Green Bay Packers by Eddy J's Packer Pride


5. The Intro to the Interview with Shawn Tilger - Orange and Black Flyer's Theme Song from The Philadelphia Flyers

That's it for this time around. Very, very cool stuff. The customer experience can be fun, most definitely.

Oh,yeah. The "Grand Reopening" of RFK Stadiumunder the new management and the training by LRA Worldwide's customer experience management firm is supposed to start this weekend in the Washington Nationals v. Chicago Cubs games. Because of my wife's birthday, among the things we're doing is being at one of the games (Sunday's). I'll be there and let you know if LRA Worldwide is good or just "vaunted." Plus how the Nationals do - which is pretty sadly generally.

Check out Episode #5 here.

Technorati : CRM, baseball, customer experience, sports

Route 56 #2 - May 24, 2006 - Disruptive Innovation, Minority CRM and The Memory of Your Experience

This one is packed. The best yet I think (since its the second, that isn't saying all that much, now is it?). We have commentary on the news again including coverage of SAP's SAPPHIRE conference and the RIM Wireless Enterprise Symposium, both of which were important to the new demand-side economy or the experience-featured services that the technology companies have to offer. Additionally, there is a very important discussion of a study done on the relationship of emotion to memory which I've said my piece on PGreenblog too, it was so momentous.

We have a very good guest commentary by none other than Brent Leary, a founding partner of CRM Essentials, a board member of the CRM Association and a man known in his radio days as "The Golden Smog."

Finally, there is a very cool interview with salesforce.com's Chief Strategy Officer, Tien Tzuo, on some breaking news in the on demand world (already broke though) and the future of salesforce.com as a disruptive innovator.

The Music

• Opening and Closing: Beach Buggy Boogy by The Chief Firewater Surfband
• Intro to the News: WIP (Never progressed) by dewf
• Intro to Brent Leary's OpEd: Pure Intellect by Someone Unknown
• Intro to Tien Tzuo's Interview: The Revolution Will Come by Caplyn

Here's a link to episode #2