A Definition of Collaborative CRM

1 October 2003

The term “Collaborative CRM” seems, like so many other phrases associated with customer relationship management (CRM), to be confused and confusing. We need to define what it means.

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Trust Networks

30 September 2003

“You really should listen to this guy”, said one of my friends, and so I went along and have a very interesting meeting with somebody I didn’t know. Very unremarkable, you may say. True as an event, but isn’t it interesting how trust can be transferred? I trusted my friend and therefore I was prepared to listen to the third party. In a sense, my trust was transferred to the other person through my friend.

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Welcome Amazonians: Amazon facts and figures

29 September 2003

Returning from a short project we find more than usual activity on our website. Some investigation uncovers that our research paper Business Platforms: Profiting From Networks was mentioned in the latest Amazon Web Services newsletter.

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Where and how middlemen add value

23 September 2003

One of the ideas of the late nineties’ e-commerce boom was that of disintermediation: that brokers, middlemen, and other layers between buyers and sellers would disappear, squeezed out by price competition. While later observers tried to debunk the idea as a myth, it has never completely gone away. It is easy to see why people are arguing both sides: in some sectors disintermediation is alive and well, while in others it is nothing but a myth. In this note we point out that new understanding of network effects is to a very large extent able to predict where disintermediation will and will not occur.

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New research paper: Business platforms

8 September 2003

A new research paper is now available on this site. The paper, Business Platforms: Profiting From Networks discusses network effects and how to profit from them using lessons learnt from Amazon, eBay, and others.

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William Gibson on Risk Management: It’s the only idea of our times

27 June 2003

I thought it was very interesting to read William Gibson’s argument that risk management isn’t just a good idea but is, in an important sense, the only idea of our times.

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Now is the time to cash in on CRM

11 June 2003

I wrote a small (800 words) article [PDF] for one of the industry analyst’s publications on why it is the right time to finally get some real return on all those CRM (Customer Relationship Management) investments. Return in terms of money, for sure, but also in terms of a much higher quality of customer relationship.

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Selling Software: Artisans of the world, unite!

27 May 2003

The inimitable Tim Bray has an interesting little two-part musing titled Business Ignorance. Part product placement, the main concern of the article are thoughts and ideas on how to market and sell yourself in today’s business climate if you are a small, largely unknown software company. Tim happens to be in the business of managing information, but that is almost irrelevant to the arguments: there is a need, he has a product, so why isn’t it flying off the shelves?

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Linked - The New Science of Networks

24 January 2003

It happens occasionally in human history that a completely new idea appears. Not just any idea, but a significant change in the way we humans think about the world and ourselves. A new paradigm becomes apparent.

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