Mitch Lieberman

A Mashup, is it Possible?

Clearly guided by a few musical mashups that I have been listening to recently, I wondered if it would be possible to create a...

A Peek Over the Horizon

2013 is upon us, budgets are locked and people are looking forward, with great anticipation to the rewards 2013 will surely bring. Many look...

Some Thoughts on Cloud(s)

When business people discuss 'Cloud' they think Salesforce and maybe Citrix or Microsoft, while technologists think Amazon, Google and Rackspace. Business owners want and...

The Space Between

Graphic credit to the excellent designers at DRI In reviewing the Gartner Magic Quadrant a few weeks ago (A review I would not call 'positive'),...

The Social CRM Non-Revolution

Organizations big and small are feeling pressure to get everything "right." Social interactions are public, tweets are scrutinized, Facebook posts are challenged, networks like...

The Front Line

Every Tuesday evening (9 pm EST) a group of people get together on Twitter to discuss Customer Service. You could call it a Tweet...

Gartner Social CRM MQ Misses Big

I need to begin with the following: I have the highest respect for the authors and contributors to the recently released Gartner Magic Quadrant...

Service to Customers needs to be more than just words

Customer service is a mission critical, strategic, imperative, and it drives customer experience. Your products and services are evaluated every moment of every day....

Message Heard Loud and Clear, You have no Interest in my Business

Life is truly stranger than fiction. You cannot make this stuff up. But, before I go there, let me do a little compare and...

Who’s on First?

Costello are probably my favorite comedy double act of all time. Strike that, they are my favorite comedy of all time. I used to...

Complexity is a bit Complicated

Complexity is not the same as complicated. To some, it might be semantics, but I do not think so. The difference might just explain: Why...

It Is About The Relationship Not The Transaction

Co-creation emphasizes the generation and ongoing realization of mutual organization-customer value. Historically, organizations spent too much time and effort to extract as much value...

Evolution of the Contact Center

The purpose of a contact center, your contact center, is to support the customer driven enterprise. It is the hub of customer communications, interactions...

Is Social Process really Digital Interaction Process?

You can run, hide, duck, turn, cover your eyes, plug your ears, maybe then you will have successfully avoided hearing, seeing or otherwise experiencing...

Do Customers Want or Use Social Channels for Service?

Customer Service using Social Media Channels is a nascent discipline, which is good, because fewer customers than most people think are actually using it...

It is time to move on to ‘How’ – Where the Rubber Meets the...

From products and pricing to service and social, there is no shortage of talk on what companies need to do to achieve service excellence....

How I Think About Things

I am not trying to define, nor redefine – been there done that. What I am doing is to simply share how I think...

Personas with Passion

A persona is an internal model of the key attributes, motivations, and goals of your target customers (prospect, audience…). A persona is a statement...

Trusting Data Versus Trusting Your Gut

As if the CIO did not have enough to worry about; Cloud, Social, Mobile, along comes Data (BigData to be buzzword compliant). OK,...

From the Long Tail to the New Normal

In this next installment of my 'connect the dots' series I am going out on a bit of a limb. My objective here is...

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