A rose by any other name…

By: James Robertson Posted: June 26, 2002

I received a comment today from Donna Maurer, who said: "Everything you do under the heading of 'knowledge management' is similar to a lot of things I do as an 'information architect/interaction designer/user-centred designer'" She then went on to say that she tries to avoid having a title, as it only causes confusion for her clients. Instead, she just explains we she does, and how it's useful. I couldn't agree more. This highlights one of our key challenges as a field: our identity. This is a two-edged sword: Many people now avoid using terms like "knowledge management" or "information architecture",

So where is the content in CRM systems?

By: James Robertson Posted: June 8, 2002

I've been to a few trade shows recently, and have browsed through the Customer Relationship Management (CRM) stands. From an outsider's point of view, these systems seem to be progressing in leaps and bounds, with many reaching quite a mature level. One question I've been asking the vendors: what information does your system provide frontline staff about the company's product line? Let me explain this question further. CRM systems are designed to capture a lot of information, and provide it to frontline staff in an easy-to-digest form, including: customer details transaction history sales opportunities cross-selling suggestions previous customer feedback The