Jason Whitehead

“We don’t care. We don’t have to.”

Do you remember this Saturday Night Live advertisement skit with Lily Tomlin as a phone company employee? I remember watching this clip when I was a kid and laughing because it was so true. Back then, the phone company was the only game in town....

Are we changing yet?

I recently had coffee with a very gifted organizational change consultant and we got talking about different change challenges organizations face. She was telling me about one of her clients, a CIO for a large, global organization that is struggling to improve internal operations...

Jacklighting Executives – The question that always stumps them!

Here is a fun game to play – I call it "jacklighting executives". The way it works is you ask an executive (the more senior the better) a question (often an obvious one) to which they have no answer and see how long they...

Drop and give me 20! Boot Camp Lessons for CRM Success

When talking with a friend who's a life-long fitness fanatic, she told me she recently started a 10-week fitness boot camp. This is in addition to her other, ongoing, regular scheduled fitness activities. Even though she is a marathon runner and a competitive swimmer,...

7 Lessons From the Gym for Improved IT User Adoption

I do some of my best thinking when I'm exercising. My mind shuts off all the day-to-day life noise and drifts off into uncharted areas. With the holiday season upon us, and the inevitable (though often short-lived) rise in people wanting to make changes in...

Are Cows the Key to IT success?

Cows and computers? Really? It's not as udderly ridiculous as it sounds. Back in the mid '90s, I undertook a research project as part of my Master's in Information Systems. I decided to look at the impact of introducing IT to dairy farm operations. Some...

HR is the Key to CRM success!

Most CRM failures are not due to the system, but because of poor user adoption. CRM systems sit idle. Data is entered late (if at all) and is riddled with mistakes. In short, the system is not used or not delivering value. CRM systems are...

Beware! 5 Signs That Your Good (IT) Idea is Turning Bad

The start of a new IT project is fun. People are excited. Anything is possible. The sky's the limit. People get inspired – or sometimes seduced – by the potential for how great things will be once they have the capabilities that a new...

What Should You Do When People Don’t Use Your “Mandatory” CRM System?

I can't tell you how many conversations I have had with C-level executives who tell me they spend tons of money and countless hours on their CRM system only to have it sit idle. They talk about how much they have wasted on CRM....

When Do IT Projects Fail?

(Hint: it is AFTER go-live) A friend of mine was telling me about an upcoming event that is focused on discussing failed organizational initiatives as way to learn and improve going forward. This got me thinking, "At what point are IT projects considered failures?" Is...

5 Things Every CIO Needs to Know about Cloud Computing

Many CIOs are well-versed (or becoming well-versed) in the technical and price components of cloud systems. One area where they are still evolving their thinking is on the business and organizational implications of the cloud. Here are 5 things CIOs need to think about...

5 Things Every Chief Financial Officer (CFO) Needs to Know Before Moving to the...

CFOs love cloud systems. They offer lower upfront costs, faster deployments, and the ability to directly expense costs without messing around with ugly depreciation schedules -- it's all quite appealing. And that is nothing compared to the potential upside that cloud system can deliver. Reduced...

Five Things Every Chief Sales Officer (CSO) Needs to Know About CRM

Most CSOs recognize the potential value CRM systems can deliver to their organization. Where they get into trouble is knowing what it takes to turn that potential into a reality. CRM vendors show you what is possible, not probable I have sat through many a…

Do You Need a User Adoption Diet?

Dieting and weight loss is hard. Many of us have tried to make healthy changes in our diet and exercise regimens only to fall off the wagon and regain the pounds a little while later. A recent article reports that researchers found that people...

Six Reasons Why Every SaaS Vendor Needs a Customer Success Management Strategy

Just the other day, while talking to a cloud software vendor, we started talking about customer satisfaction and retention. They shared with me their examples of what is becoming a story that I hear all too often from SaaS vendors - that is, they...

Cloud vendors beware! Subscription software means an end to shelfware.

In this blog we often talk about the subtle and no so subtle changes that cloud computing is introducing into the industry. One emerging phenomenon is the slow elimination of waste that has plagued organizations for decades – namely, Shelfware. Shelfware – software that was...

Case Study #3 – CRM Resistance or Mutiny? A Stark Example of Collaboration Gone...

This is part 3 of a 3 part series that shares real-life examples of unexpected challenges that some major corporations have experienced when implementing CRM systems. Penny-wise and pound-foolish Beware of IT lead CRM projects. That's what we hear all the time and read about...

Case Study #2 – Of Mice and Men – A Story of CRM Torment

This is part 2 of a 3 part series that shares real-life examples of unexpected challenges that some major corporations have experienced when implementing CRM systems. Do you think this guy could use the CRM? Several years ago we were working on a CRM project...

Case Study #1 – The Elusive CRM Culture

This is part 1 of a 3-part series that shares real-life examples of unexpected challenges experienced by some major corporations when implementing CRM systems. On the right path – Culture as a core component While working with a global, Fortune 500 company I was extremely…

7 Things Cloud Vendors Need to Do to Retain customers

The rise of cloud computing has made it easier for cloud software vendors to acquire new customers. It has also made it harder to keep them. We consistently hear from cloud vendors that they have no problem winning the sale, but if their customers have...

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