En waar blijft de klant. Jacko D’Agnolo’s Klantrelaties duurzaam veranderd

Het zal circa 2004 zijn geweest dat ik de auteur leerde kennen. Het was bij Essent Retail in een post-fusie, post-SAP-implementatie fase. Energiebedrijven worstelden toen (en wellicht ook nu) met het vraagstuk van procesverbetering en klantgerichtheid. Jacko D’Agnolo leverde met zijn team in korte tijd een groot aantal verbetervoorstellen op. Zijn aanpak indertijd was verfrissend. Omdat hij een aangenaam mens is om mee te converseren (ook over de inhoud van het vak) hielden we sporadisch contact. Wat nu resulteert in het kunnen lezen van zijn eerste boek (en mijn toezegging om over zijn boek een post te schrijven). De kern Houden we…

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Aha, it looks so good: Cognitive surplus (Clay Shirky’s latest book)

The Guardian published early June 2011 the list with the 100 greatest non-fiction books. Clay Shirky’s Here comes everybody was included in the politics section. Clay Shirky released his book Cognitive surplus with as subtitle “How technology makes Consumers into Collaborators“.  Having read his first one (and still being impressed) I decided to read his Cognitive Surpluss. Clay Shirky teaches at the Interactive Telecommunications Program at New York University, where he researches the interrelated effects of our social and technological networks. He has consulted with a variety of groups working on network design, including Nokia, the BBC, Newscorp, Microsoft, BP, Global Business Network,…

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Book review: A guide to open innovation and crowd sourcing

Just like biking, reading is one of my passions. Having noticed my passionate blogging about innovation in customer service, Kogan Page offered me to ship A Guide to open innovation and crowdsourcing. And yes, I promised to write my thoughts and impressions. Open innovation and crowd sourcing are amongst the hottest topics in strategy and management in the last 5 years. The concepts of collaboration and outsourcing are fundamental to the success of open innovation and crowd sourcing. Having a background in system development, I  believe that the the concept of capturing innovative ideas for innovation in a hub of collaboration, together with the…

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Must read Blogging Innovation: Who Killed (Y)Our Business?

Found at Blogging Innovation: Who Killed Our Business? – Innovation blog articles, videos, and insights. Who Killed Our Business? by Paul Sloane Most business managers go through the annual ritual of budgeting. We plan the next one or two years based on the actual results of the most recent year. We draw up a spreadsheet and plan line by line – sales revenues up 10% and costs held to a 5% increase means a modest improvement in profits. We should have learned by now that this is a sterile process. The past is a poor guide to the future and its innovations. In…

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Paul Sloan: How to develop a vision for innovation

Found at http://www.innovationtools.com/Articles/EnterpriseDetails.asp?a=455 By Paul Sloane You cannot expect your team to be innovative if they do not know the direction in which they are headed. Innovation must have a purpose. It is up to the leader to set the course and give a bearing for the future. This is set in broad terms and is described as the mission, core purpose or vision for the organization. Although each of these is different, they share much in common and whichever you choose, there should be one overarching statement which defines the direction for the business and which people will readily understand and…

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