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July 27, 2006


Jerry Bowles

I'm afraid you have missed my point in your "others are less generous" link above. I am extremely pro-business. I've worked for major corporations most of my life. That's why I suggest they ask VERY, VERY tough questions before signing on to the latest next great thing. Online company communities might very well turn out to be valuable forums for some companies but right now the jury is still out and the hype is far ahead of the evidence.

alan moore

Dear Jerry,

I don't think I have - I think peter tried very hard to answer your points. The following comments I thought to be very unsatisfactory.

yes there are questions to be asked -- but go back to my point that these digital platforms are forcing companies to engage in ways that were never before conceivable.

you did not engage peter in dabate, after his post -- you did the run away and laugh routine which really pisses me off.

we have a real chance here to make a difference -- what exactly are you contributing? Insight, social analysis, case histories, stats?

this is not the next greatest thing -- its real and in your face. Just go and check out the other links I made in the post starting with shel israel commenting on jeff jarvis and dell

BR -- Alan

Jerry Bowles


I admire your passion and recognize that you have a vested interest in the topic but I'm old enough to remember when CRM software was going to bring companies and customers together in some wonderful, world-altering way. It still hasn't fulfilled that promise. I didn't engage Peter in a debate because I thought he did an excellent job of explaining where he was coming from and I had already made my point: show me the ROI.

alan moore

it is a completely different context. CRM is an industrial mindset model. Poorly executed.

Note the order of the words CUSTOMER - RELATIONSHIP - MANAGEMENT

And of course it did not fulfill the promise. I always though that the emphasis should be on the word relationship - and those do not come out of a box

Not that data is not important, but how you get it and what you do with it is always important.

The notion that you "plug and play" is nonsense. Social data analytics is completely different. Communities disussing in realtime is different.

The internet and the mobile internet change totally the ways in which we communicate.

You will have to ask Peter for the ROI.

But short of rewriting everything we have written in our book and on this blog. Do please have a dig around on this blog or buy the book.

And I like passion and passionately believe that all social digital platforms change incrementally the relationship between companies their employees and their customers.

CRM was never ever about that.

And I apologise for being sharp tongued, my take on your comment to Peters post was that you were sneering and I hate that. Because there are too many of them out there.

Kind regards Peter

Alan Moore

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apologise for being sharp tongued, my take on your comment to Peters post was that you were sneering and I hate that. Because there are too many of them out there.

supra for boy

If you wish to be the best man, you must suffer the bitterest of the bitter.

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