Archive

August 2019

Browsing

The point of value extraction from enterprise software has changed over the years. One of my earliest memories was in the mid-1990s with a fantastic software application that was designed to digitally collaborate across locations, on and offline. For many of you reading this I imagine you are thinking; who cares about the ability to shuffle between on and offline?  During the late 90s in the United States, we all worked with a very slow,…

I know what you’re thinking—The last thing that your business needs is another top-down decision-maker imposing their vision on a staff. But hear me out. I have two questions about service at your business. Here’s the first: Where does the direction of your service business come from, on the executive level, today? Perhaps, if you’re a pure service business, it comes from product. For others, it may be a function of operations. For others still,…

In the May, 2014 issue of The Atlantic, Katty Kay and Claire Shipman wrote an article “The Confidence Gap”, and how evidence shows women are less self-assured than men, and in order for women to succeed, confidence matters as much as competence. My doctoral research explored the decision-making process, and particularly the criteria used by executive decision-makers, for identifying and selecting organizational competencies when engaging in Information Technology Outsourcing (ITO) using cloud-based services. As part…

I had the good fortune last week of interviewing Paul Joesbury, Commercial Operations Director at HomeServe, for an upcoming episode of the Future of Field Service podcast (his episode will air August 28th, and it’s a must listen!). The conversation produced a wealth of valuable points, and as we prepare the episode for your listening pleasure, I thought I’d start by sharing Paul’s thoughts on what it takes to get employees to adopt new technology.…

My day started in the normal manner — start my computer, go get a cup of coffee, come back to the Windows 3.1 boot screen, enter my credentials and make a lap around the office spreading my morning cheer. The final leg of my journey would be to connect to our local file server and begin my work. However, today was special, I have been asked to explore the Internet. Some of our competitors had…

I was on vacation last week sipping a Pina Colada by the pool (OK, wrangling toddlers is a more accurate description) when I read the news that Salesforce had acquired ClickSoftware. To me, this signals exciting times for any of us involved in the world that encompasses field service. A function that was once viewed as a cost-center, and often an afterthought, is getting its turn to be recognized as the wealth of opportunity it…

A customer journey map is a visual or graphical interpretation of the overall story from an individual’s perspective of their relationship with an organisation, service, product or brand, over time and across the channels they utilise. The story is told from the customer’s perspective, but also emphasises important intersections between user expectations and business requirements. No two journey maps are alike, and regardless of format they will allow you to consider interactions from your customers’points of…