Information technology management – Ian Truscott

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Creating ART (Awareness, Revenue & Trust)

3 Steps to Trust not Bust Your Customer Experience Silos

January 15, 2016January 15, 2016Customer Experience ManagementBusiness, Business process, Business process management, Business_Finance, Customer experience, Customer experience management, Enterprise modelling, Information technology management, Process management, Technology_Internet, YouTube

In my last post, I talked about the importance of taking a customer-centric view of business systems. Not meaning the software applications that organisations run, but the people, policies, processes and organisations that makes up

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Has CRM Finally Decided it Owns the Customers Digital Voice?

March 30, 2011March 30, 2011ObservationsAlterian;, Business, Cloud applications, Customer engagement, Customer experience management, Information technology management, Marcel LeBru, Marketing, Radian6 CEO, Saleforce.com, Salesforce.com, Scott Liewehr, SM2, Social Media, Twitter;, web content;, Web Engagement

So, today Salesforce.com has moved to acquire Radian6, a respected and possibly ‘leading’ vendor in the relatively new space of Social Media Monitoring (SMM), a rival to products like Alterian’s SM2 product that I knew

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The ‘M’ in ECM and ERP

May 13, 2010May 13, 2010ObservationsBusiness, Content Management, Enterprise content management, Google;, Information technology management, Supply chain management, Technology

In the discussion of what ECM is, we’ve seen a few analogies lately of comparing ECM (Enterprise Content Management) with ERP (Enterprise Resource Planning)- me included. Most of this discussion is around the ‘E’ (such

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