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    Added for You - Building a Customer Listening System Using Web 2.0

    A Rare Leadership Skill: Dealing With People Who Want Out By Offering Crowns For Convoy
    As a leader, you'll inevitably be faced with people wanting to leave your team or organization. Dealing with the challenge is critical for your leadership success. Your response will have ramifications far beyond your immediate circumstances. One of the best ways to respond comes from Shakespeare's Henry V.The stirring speech of Shakespeare's Henry before the battle of Agincourt contains many leadership nuggets. But commentators who recount the speech usually overlook a particularly valuable one. They focus on the speech's "band of brothers" aspects but neglect the fact that Henry also said that if any of his soldiers would rather not fight, he'd give them passport and "crowns for convoy" back to England.Henry was aware that some of his soldiers were reluctant to fight; for he led a rather bedraggled army. History recounts they had marched 26
    an active customer listening system and aren’t ready to partner with Cymfony or a comparable vendor in this area, there are steps that can be taken. Here are some recommendations to get started on your own Customer Listening System:

    • Online communities for building product development panels. One globally known manufacturer of building products began creating an online community using first interest groups and then created an online panel of over 2,000 design, development, production, purchasing, procurement, sales and service professionals to assist in their new product development and introduction process (NPDI). From this group of 2,000 the manufacturer allowed much discussion in the community and 20 emerged as the leaders – th

    Which Method of Record Keeping Should I Use
    Choosing an accounting method to use is an important decision. Once you choose one you are committed to it and it is difficult to change. You have two methods of accounting to choose from. One is the cash method and the other is the accrual method. It is hard to say which one is best for your particular situation but this article will try to give you some tips to help you choose.Cash method accounting is good for small business owners. With this method you record information when money has changed hands. So you record your income when you receive payment for goods or services and when you actually pay for bills. This is a simpler method and involves less work. The disadvantage is that it is less accurate as you may have earned money but not received payment yet and you may have incurred bills but not paid them yet.The accrual method is better fo
    The collection of technologies that enable customers to be participants in and not just the passive recipients of communication is what many are calling Web 2.0. While there as just as many definitions of Web 2.0 as there are people writing about it, I’d say its safe ground to include the following as blogs, peer-to-peer networking for both files and music, RSS (Real Simple Syndication), social media, social networking sites including LinkedIn, wikis, and the combining of web applications, called mash-ups, which I first learned of from reading Forrester Vice President and Principal Analyst Charlene Li’s blog. Taken together, those are the building blocks of Web 2.0. Some claim tagging is part of Web 2.0; others don’t, but decide for yourself by checking out del.icio.us and Digg to see what they are about.

    In fact Web 2.0 is transforming the Internet into an operating platform unto itself, and from that vantage point the revolutionary product ideas that Google must be exploring are, I am sure, fascinating. One can only imagine what Google must be thinking regarding Web 2.0-based customer centric initiatives based on their advances in several key technology areas, all visible to the outside world at Google Labs’ papers section, which is worth a look from time to time just to see what’s going on in their R&D departments.

    Salesforce.com + Google = The Beginnings of Customer-Driven Web 2.0?

    Tim Reilly’s article on What is Web 2.0? from 2005 got me to thinking about how Web 2.0 has progressed in the last year and a half since he wrote this piece, and reflecting on the Salesforce.com integration to Google AdWords, which sounds much like what Mr. O’Reilly is speaking of in terms of Web 2.0. For nearly every enterprise software company under $30M in Sales, AdWords is the biggest lead generation spend category in the yearly budgets. Integrating Salesforce.com and AdWords is another data point towards the rewriting of the CRM landscape towards being every more Web 2.0-centric.

    Creating a Customer Listening System

    Given many tools that comprise Web 2.0, many B2C companies are experimenting with each and working to synchronize content across each through a content management system. According to work being completed at several large consumer goods products (CPG) manufacturers this is working out very well, and is in fact leading to potential new product innovations. These CPG manufacturers rely on blogs, wikis, and RSS feeds to create a more collaborative level of communication with consumers. In addition the CPG manufacturers began tracking and monitoring activity across all Yahoo newsgroups for example. One of th CPG manufacturers in the set opted to outsource their customer listening system efforts to Cymfony, which is a company worth monitoring as their technologies and direction are fascinating in this area of listening to customers via Web 2.0 consumer-generated media.

    While many smaller companies want to create an active customer listening system and aren’t ready to partner with Cymfony or a comparable vendor in this area, there are steps that can be taken. Here are some recommendations to get started on your own Customer Listening System:

    • Online communities for building product development panels. One globally known manufacturer of building products began creating an online community using first interest groups and then created an online panel of over 2,000 design, development, production, purchasing, procurement, sales and service professionals to assist in their new product development and introduction process (NPDI). From this group of 2,000 the manufacturer allowed much discussion in the community and 20 emerged as the leaders – th

    Computer Consulting 101 Hiring Tips (Part 1 of 2)
    Does your business need the services of a computer consulting firm? Before you rush out and hire the first techie or slick-salesperson that knocks on your door, be sure to consider these favorite Computer Consulting 101 hiring tips for screening and interviewing local computer consulting firms. In this first in a two-part series, we’ll look the root of the problem, as well as the four most basic criteria that you’ll need to ask about when searching for computer consulting vendors.Computer Consulting 101 Preventative MedicineMany small business owners have a tough time knowing how to deal with difficult computer consultants. However, if you're able to uncover potential problems at the start of your computer consultant/client relationship, you can avoid many of these unpleasant issues altogether.Root of the ProblemWhile most entrepre
    elf by checking out del.icio.us and Digg to see what they are about.

    In fact Web 2.0 is transforming the Internet into an operating platform unto itself, and from that vantage point the revolutionary product ideas that Google must be exploring are, I am sure, fascinating. One can only imagine what Google must be thinking regarding Web 2.0-based customer centric initiatives based on their advances in several key technology areas, all visible to the outside world at Google Labs’ papers section, which is worth a look from time to time just to see what’s going on in their R&D departments.

    Salesforce.com + Google = The Beginnings of Customer-Driven Web 2.0?

    Tim Reilly’s article on What is Web 2.0? from 2005 got me to thinking about how Web 2.0 has progressed in the last year and a half since he wrote this piece, and reflecting on the Salesforce.com integration to Google AdWords, which sounds much like what Mr. O’Reilly is speaking of in terms of Web 2.0. For nearly every enterprise software company under $30M in Sales, AdWords is the biggest lead generation spend category in the yearly budgets. Integrating Salesforce.com and AdWords is another data point towards the rewriting of the CRM landscape towards being every more Web 2.0-centric.

    Creating a Customer Listening System

    Given many tools that comprise Web 2.0, many B2C companies are experimenting with each and working to synchronize content across each through a content management system. According to work being completed at several large consumer goods products (CPG) manufacturers this is working out very well, and is in fact leading to potential new product innovations. These CPG manufacturers rely on blogs, wikis, and RSS feeds to create a more collaborative level of communication with consumers. In addition the CPG manufacturers began tracking and monitoring activity across all Yahoo newsgroups for example. One of th CPG manufacturers in the set opted to outsource their customer listening system efforts to Cymfony, which is a company worth monitoring as their technologies and direction are fascinating in this area of listening to customers via Web 2.0 consumer-generated media.

    While many smaller companies want to create an active customer listening system and aren’t ready to partner with Cymfony or a comparable vendor in this area, there are steps that can be taken. Here are some recommendations to get started on your own Customer Listening System:

    • Online communities for building product development panels. One globally known manufacturer of building products began creating an online community using first interest groups and then created an online panel of over 2,000 design, development, production, purchasing, procurement, sales and service professionals to assist in their new product development and introduction process (NPDI). From this group of 2,000 the manufacturer allowed much discussion in the community and 20 emerged as the leaders – th

    Auctions Make Money!
    An untapped online business resource--outside of your basic Yahoo and Ebay, among others--is setting up your own auction sales venue.Since most families have items in their home that have outlived their usefulness, they can get started at online auctions for mere pennies.And, most selling online at auctions does not have start-up or membership fees. There is a nominal fee per item listed and a percentage commission on each sale. Still, you come out ahead.With this minimum investment, many are flocking to auction sites to gain additional income to get their families and selves through the seemingly ever present economic downturn.Besides the low financial risk, individuals see auctions as one of the select few online vehicles where scams are not associated, or not as prevalent as with most online business opportunities. Plus, a ma
    bout how Web 2.0 has progressed in the last year and a half since he wrote this piece, and reflecting on the Salesforce.com integration to Google AdWords, which sounds much like what Mr. O’Reilly is speaking of in terms of Web 2.0. For nearly every enterprise software company under $30M in Sales, AdWords is the biggest lead generation spend category in the yearly budgets. Integrating Salesforce.com and AdWords is another data point towards the rewriting of the CRM landscape towards being every more Web 2.0-centric.

    Creating a Customer Listening System

    Given many tools that comprise Web 2.0, many B2C companies are experimenting with each and working to synchronize content across each through a content management system. According to work being completed at several large consumer goods products (CPG) manufacturers this is working out very well, and is in fact leading to potential new product innovations. These CPG manufacturers rely on blogs, wikis, and RSS feeds to create a more collaborative level of communication with consumers. In addition the CPG manufacturers began tracking and monitoring activity across all Yahoo newsgroups for example. One of th CPG manufacturers in the set opted to outsource their customer listening system efforts to Cymfony, which is a company worth monitoring as their technologies and direction are fascinating in this area of listening to customers via Web 2.0 consumer-generated media.

    While many smaller companies want to create an active customer listening system and aren’t ready to partner with Cymfony or a comparable vendor in this area, there are steps that can be taken. Here are some recommendations to get started on your own Customer Listening System:

    • Online communities for building product development panels. One globally known manufacturer of building products began creating an online community using first interest groups and then created an online panel of over 2,000 design, development, production, purchasing, procurement, sales and service professionals to assist in their new product development and introduction process (NPDI). From this group of 2,000 the manufacturer allowed much discussion in the community and 20 emerged as the leaders – th

    The Business Plan: Why, Who, What?
    The importance of planning should never be overlooked. For a business to be successful and profitable the owners and managers must have a clear understanding of its customers, its strengths, its competition, and must have the foresight to plan for future expansion. Whether yours is a new business or an existing business expanding, taking the time to create an extensive business plan provides you with greater insight into your business.An effective business plan requires you to be objective, critical and focused. The finished project is an operating tool to help manage your business and enable you to achieve greater success. The plan also serves as an effective communication tool for financing proposals.The are four major reasons for constructing a business plan are:• The process of putting a business plan together is important; it forces
    ng to work being completed at several large consumer goods products (CPG) manufacturers this is working out very well, and is in fact leading to potential new product innovations. These CPG manufacturers rely on blogs, wikis, and RSS feeds to create a more collaborative level of communication with consumers. In addition the CPG manufacturers began tracking and monitoring activity across all Yahoo newsgroups for example. One of th CPG manufacturers in the set opted to outsource their customer listening system efforts to Cymfony, which is a company worth monitoring as their technologies and direction are fascinating in this area of listening to customers via Web 2.0 consumer-generated media.

    While many smaller companies want to create an active customer listening system and aren’t ready to partner with Cymfony or a comparable vendor in this area, there are steps that can be taken. Here are some recommendations to get started on your own Customer Listening System:

    • Online communities for building product development panels. One globally known manufacturer of building products began creating an online community using first interest groups and then created an online panel of over 2,000 design, development, production, purchasing, procurement, sales and service professionals to assist in their new product development and introduction process (NPDI). From this group of 2,000 the manufacturer allowed much discussion in the community and 20 emerged as the leaders – th

    How To Begin Improving Your Sales Networking Skills
    Before you even begin to look at engaging seriously in lots of sales networking effort, it is useful to look at your own temperament or disposition,. This is the individual’s internal desire to network and to find value and enjoyment from the whole process of building relationships, which will in turn lead to increased salesFor some people this will be an almost irrelevant issue to debate. Their motivation to want to talk to people regularly and to network is naturally high. Talking to strangers in supermarket queues, at bus/train stops or even in the elevators is characteristic of such people. However, even if you really enjoy talking to people, it is a proven fact that most of us are not highly confident and highly motivated networkers. In fact, statistics reveal that:Only one in ten people is actually comfortable in striking
    an active customer listening system and aren’t ready to partner with Cymfony or a comparable vendor in this area, there are steps that can be taken. Here are some recommendations to get started on your own Customer Listening System:

    • Online communities for building product development panels. One globally known manufacturer of building products began creating an online community using first interest groups and then created an online panel of over 2,000 design, development, production, purchasing, procurement, sales and service professionals to assist in their new product development and introduction process (NPDI). From this group of 2,000 the manufacturer allowed much discussion in the community and 20 emerged as the leaders – the cognoscenti if you will – of the group. This group was placed into a second online community and interacted with design engineers from the manufacturer and hosted at a two day design review session. The result was the development of an entirely new building product that had greater global reach and led to the development of entirely new channels of distribution.

    • Start building an Expert Blog. That’s what Toyota did with their blog on the hybrid engines, assigning a development engineer to monitor the blog for technical support. Customers complained about the first hybrid engines catching fire due to a fuel line accidentally designed too close to the engine housing, and the design engineer owned up to the flaw, explained the situation online, even explained how dealers were being given instructions for fixing the situation, and the issue was resolved. Based on this Toyota has a full time blogger just for hybrids today. There are other companies following this direction as well. Expert blogs are powerful because they impart advice quickly and honestly – definitely a great aspect of building an online brand.

    • Experts tackling disgruntled customers’ problems need to be fast and furious. Companies who have these expert blogs are learning that when a disgruntled customer gets online and posts their problems in getting service, that speed and accuracy of response are everything. Having a one-on-one response within 24 hours that moves closer to as resolution is critical; in fact doing whatever it takes to solve the problem and deliver exceptional customer service is what is needed in this instance. You want to start creating a legendary level of service here; earn a reputation for responsiveness and that will go a long way. Whatever happens don’t institutionalize the response with canned e-mails.

    • Giving Your Customers A Chance to get their Groove on with YouTube What’s turning into one of the hottest Web 2.0 trends this year is the sponsoring of commercial contests where customers have the opportunity to get their groove on with YouTube. It’s been fascinating to watch the uptake of this trend, and the blog Church of the Customer has a good entry on this subject. Of all the ones viewed the TurboTax one is one of the most entertaining and the Southwest Airlines ones are hilarious as well. In a sense, these videos from customers reflect back the branding values projected by your company. Thought for the day: what kind of YouTube videos would your customers create if you sponsored a contest? This is an interesting question and one work pondering – even for a laugh during the day.

    In closing, wouldn’t it be great if Google bought LinkedIn, and instead of people there were entire company groupings up there? Complete with YouTube videos, both from the company and from customers online? In the new Uber-LinkedIn you could get comprehensive view of any company from a customers’ perspective complete with videos and a real

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