Here’s A CEO Who Gets What CRM Really Means

Holy cow…talk about listening to your customers. Technorati’s CEO David Sifry gets it.

A little background: Technorati is a site that indexes weblogs (like this one), and provides a means to search the blogosphere and get a pulse as to the hot topics of the day. The site has generated a ton of buzz in the blogging community, and is even one of the darling sites of those following the political conventions here in the US.

Unfortunately, they’ve been a victim of their own success. Reports of technical issues abound, and there has been no shortage of criticism.

One of the critical sites is located at Micro Persuasion. In a post entitled “Smells Like Dot-Com Spirit,” the Technorati site is taken to task for a long list of issues, ranging from technical instability to their PR strategy.

Now, click on that link again. And scroll down to the comments section.

“Hi folks.

Thanks for the feedback and criticism. A lot of your commentary is dead-on, for example, our biggest issue is making sure that that the service is reliable and accurate, 100% of the time. We’re not there yet. I’m sorry that we haven’t met your expectations, there’s no good excuse for service failures.

We are seeing a tremendous growth in both the size of the blogosphere and in the number of people coming to the site and using the service. Our recent service upgrade this week is a start – but there’s still a long way to go.

I’m really sorry we haven’t met your expectations. We’re working really hard to achieve 100% reliability and 100% accuracy. I hope that we haven’t lost your confidence entirely, but I understand if you don’t ever come back. We’re not trying to pull the wool over anyone’s eyes, just trying to keep up with the incredible demand we’re seeing.

Please don’t hesitate to send me direct email at dsifry@… or call me at 415-846-…. if you want to discuss this directly.

Again, I’m sorry for the problems.


Posted by: David Sifry | July 27, 2004 10:38 AM”

Damn. That’s the way it’s supposed to work.