The final major flaw with the functionality led approach to CRM requirements gathering is the Rumsfeldian notion of the unknown unknowns. Users, who invariably haven’t used CRM technology before, are expected to articulate a complete vision of what they want from a system, and invariably are only able to produce Continue Reading
And now also Tweeting….
Had I been a venture capitalist a few years back, and, had I entertained a pitch from the folks looking to develop Twitter, then here’s what I would have said (choking back tears of laughter): ‘OK, so let me get this straight, you want to develop this site right, and Continue Reading
Six tips to surviving CRM design hell…
Having spent the past six weeks in CRM design hell, I thought I’d share some tips on surviving the process while it was freshly seared on my memory. Trust me, CRM design work, rather like a prolonged course of dental treatment, isn’t the most fun way to spend your time. Continue Reading