Andy Sernovitz yesterday at the CSITNM conference in the Presidio. (Check out the cufflinks.)
VRM Overview Workshop
Here are the slides I’m going to be presenting on Monday during a lunchtime Vendor Relationship Management (VRM) workshop at Customer Service is the New Marketing. Stop by if you’re in the city, won’t you?
Click here to view the slides fullscreen or download them.
And I Suppose VRM is the New Customer Service
A heads up for folks who are interested in learning more about (a) customer service and support, (b) marketing or (c) Vendor Relationship Management (VRM) — I’ll be leading a workshop session at the "Customer Service is the New Marketing" conference next Monday here in SF. The details:
What:
Customer Service is the New Marketing
I’ll be facilitating a workshop called "Vendor Relationship Management (VRM): Enabling buyers and sellers to build mutually beneficial relationships."
When:
Monday, 4 Feb 2008
Where:
The Golden Gate Club
Presidio National Park
135 Fisher Lane
San Francisco, CA 94129
Seeya there…
OBEY
This is still one of my favorite projects, ever.
"The Obey campaign can be explained as an experiment in Phenomenology. The first aim of Phenomenology is to reawaken a sense of wonder about one’s environment. The Obey campaign attempts to stimulate curiosity and bring people to question both the campaign and their relationship with their surroundings. Because people are not used to seeing advertisements or propaganda for which the motive is not obvious, frequent and novel encounters with Obey propaganda provoke thought and possible frustration, nevertheless revitalizing the viewer’s perception and attention to detail.
The medium is the message."
Link.
Social Networking for Business and the Law: A Podcast
Ok, that was fun. Had a chance to chat last week regarding social networking with a bunch of great folks, including:
- Kara Swisher, co-executive editor of All Things Digital
- Law.com bloggers and co-hosts, J. Craig Williams and Robert Ambrogi
- Eric Goldman, Director of the High Tech Law Institute at Santa Clara University School of Law
Here’s a quick overview, courtesy of L2L:
"Social networking sites have reconnected old friends and former colleagues, created networking ties and have rekindled relationships all over the world. On Lawyer2Lawyer, we will explore privacy rights, intellectual property issues and even defamation and cyber bullying, all rising from social networking sites and discuss the popularity of these sites and the legal issues surrounding the online world of social networking."
This podcast was part of a series done by the LegalTalkNetwork (standard disclaimer: neither am I a lawyer, nor do I play one on the internet). Here’s a link to the show.
Starbucks Coffee Leaves a Bitter Aftertaste for Customers

Starbucks new strategy to attract customers has left a bitter taste for at least one customer. John Moore, who worked as a marketer at Starbucks for over eight years, takes issue with the new Starbucks $1 cup o’ joe, which undercuts both McDonald’s and Dunkin’ Donuts prices, according to Reuters. John writes:
"In a bigger shift in marketing strategy than spending millions on national television advertising, Starbucks is now selling short-sized cups of brewed coffee for a $1.00 and offering free refills at Seattle-area locations…Oh My!. A low-price strategy is indeed the quickest pathway to commoditizing and marginalizing coffee back to being, well, just coffee."
Read John’s full post regarding the new Starbucks strategy here.
I have to concur: unless Starbucks is modifying its strategy to be a low-cost provider, per Porter, this would seem to go against their historical approach to providing an "experience" to their customers. What do you think?
Apropos of nothing: Monitor Cleaner
Holy cow. I had no idea how much of a productivity drag was it was having a dirty screen. Here’s a site with a utility that cleans your monitor.
After 32 Years, Apple Finally Crosses the Chasm

Crossing the Chasm is the title of the 1991 book by Geoffrey Moore that describes how technology products enter the mainstream. Moore posited that although many tech products are often gobbled up by the innovators and visionaries, they then often languish in a "chasm" that lies between those same early adopters and the mainstream. Wikipedia says:
"Moore argues there is a chasm between the early adopters of the product (technology enthusiasts and visionaries) and the early majority (the pragmatists).
Moore believes visionaries and pragmatists have very different
expectations."
A huge part of that chasm crossing is having a critical mass of "references" who are similar to the prospective buyers who give prospective mainstream buyers confidence that a product will work for them, too.
Check out today’s post by David Pogue of the New York Times, Explaining the Macintosh Surge. It’s spot on. (Read the comments, too.) It wasn’t just one thing that has brought Apple to where it is today. It’s a combination of things, including:
- The marketwide move to new machines triggered, frankly, by Vista (gotta buy something)
- Awareness of Apple through their media activities (both ads and coverage)
- Mainstream (read "non-geeks") comfort with Apple’s iPod and iPhone
- An increasing number of "reference" customers that span across demographics
Is this another example of patience and persistence paying off?
Contrarian Sales Thinking
This post from Aaron Ross challenges a number of traditional sales assumptions. Aaron claims:
- Salespeople do not cause customer acquisition growth, they fulfill it.
- Lead generation causes new customer acquisition and sales fulfills it.
- Boards & CEOs exacerbate the problems of poor sales planning
- Sales people tend to retreat to the safe place of what they know rather than taking the risk of trying new things.
According to Aaron, the things that do work are more subtle. He
says, "Unfortunately, there aren’t any quick fixes to this lead
generation problem today. In fact, if you don’t have any repeatable
leadgen programs yet, you’re already behind in getting ready for ’08.
Despite your investors’ demands, it takes 12-18 months to get leadgen
cranking."
He then gives his list of what does work. Aaron’s Top 5:
- Trial-and-error in lead generation (requires patience, experimentation, money)
- Patience in building great word-of-mouth (the highest value leadgen source, but hardest to influence)
- Cold Calling 2.0 (by far the most predictable source of pipeline, but it takes time and focus)
- Building an excited partner ecosystem (very high value, very long time-to-results)
- PR (great if you’re great at getting it!)
What do you think? Is Aaron on track? Here’s a link to the post.
Apple: Air Time

Okay, wide-eyed fanboy time. Apple’s banners for the big Macworld show read "There’s something in the air."
Dave Winer is lusting after a "a wifi-based iPod that synchs without tethering to a laptop or desktop, or a new iPhone/iPod that synchs over the cell network."
Steve Rubel is betting on "over the air online partner services for laptops, iphones and ipods. Think Kindle."
My pipedream: "Something in the air" is enabling iTunes radio on the iPhone over the network. (How cool would that be in the car?)
Ok fans and trolls…your turn…
photo: appleinsider



