OUR TAKE -  The Apple HIPPO     Lasting Impressions: Chaos is a friend of mine. - Bob Dylan It seems the folks at Apple may have taken notes from CRMAdvocate when considering how to handle their current situation they have dubbed "Antennagate." Before I point out some of the things they did that might serve your organization in the future, let me say I thought it was brilliant of them to give the situation a name rather than letting the public coin something more damaging like "Applegate."   OK, did Apple do better than PG&E and BP? Overall, I think so. At least so far. Consider some of the things they have done. They didn't ignore the problem. They decided to own it before it owned them. They said they were not perfect. In general, they looked to limit their liability in the court of public opinion.   You might remember it is often the Highest Paid Person's Opinion (HIPPO) that is implemented. In this case, it seems the HIPPO made design decisions that caused the issue and it was the HIPPO who took charge to tell the world what they are going to do about it.   In this case, I think the HIPPO is the Chief Customer Officer (CCO). That's my take. Do you think Apple did a good job managing the customer experience? What's your take?   Gary Lemke, Publisher          Action Center         Free Subscription         Submit Content         Industry Events         Webcasts         Archive     Cool CRM                     NEW IN CRM   Article:    Gartner Highlights the Past, Present and Future of CRM Gartner analyst, Ed Thompson, recently laid out an expansive view of CRM's past, present and future with a clear message: Change is happening fast. This Search CRM article takes a look at Thompson's one-hour keynote address that spanned the nearly 30-year history of CRM.(eCRM )   Article:    Analyze This! Are we suffering from too little data, or wallowing in too much of it? It has been said, famously, that you can’t manage what you can’t measure. This maxim is nowhere truer than in CRM, a discipline that has been devoted to corporate self-measurement from the get-go. Understanding why your customers do what they do so you can serve them better is a laudable goal—one with the added bonus of enabling you to squeeze more money out of them—but achieving that goal hasn’t always been easy. Hell, it hasn’t even always been reasonable.(DestinationCRM )   News:    CSO Insights Report Finds Bungled Sales Success CSO Insights announced the release of their annual Lead Generation Optimization report-2010 Lead Generation Optimization Key Trends Analysis (LGO). Key findings show that the fallout from freezing or reducing marketing budgets in 2009 reported by 67% of respondents contributed to an ugly year for sales performance as reported in the February Sales Performance report. With 72.5% of firms increasing their marketing budgets this year, how will those funds be most effectively invested?(CSO Insights )   News:    Post University Selects Oracle CRM On Demand Post University has selected Oracle CRM On Demand to transform outdated admissions, financial aid and student services processes to improve efficiency and the student experience as the university continues to meet the demand for high quality higher education. Post University will begin implementing Oracle CRM On Demand to improve efficiency and customer service within its admissions department, followed soon after by deployment in its financial aid, student services and registrar offices. (Oracle )   Didn't read the last edition of CRMAdvocate? Click here to see what you missed.

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