Readers of this blog will be aware that KANA completed the acquisition of Netherlands-based Trinicom recently. We made this news public last week in Utrecht, Holland, to coincide with Trinicom’s largest trade show of the year, and I was very fortunate to be invited along as the KANA spokesperson to assist with the event, chat [...]

When I Google “define: brand,” I get the following result: trade name: A type of product manufactured by a company under a particular name Is this definition accurate? Traditional marketers would agree with Google’s definition. These individuals spend lots of time and money developing a name—an image with which to brand their products and services. They [...]

How do I shop, let’s say, for a new digital SLR camera? I go to the internet and search for cameras, read the reviews, do product comparisons and shortlist the brands and models that meet my need (want?). Then I search for the best price. Next maybe I’ll go to a retail store like Best [...]

Back in the day, I did a little studying with Gary Becker at the University of Chicago, winner of the Nobel Prize for applying micro-economic theory to criminal behavior. My use of the phrase ‘a little studying’ is precise, because my main lesson learned from this brilliant man was that ultimately economics is advanced math, and [...]

Recently I was at a conference  where former New Labour spin-doctor Alistair Campbell was speaking. He stated that the “citizen and the consumer had merged” and that people want “private sector standards and public sector values”.  I pondered on this and decided it meant that people want the efficiency of the private sector and the [...]

“I wish they would only take me as I am” – Vincent Van Gogh Personas are essential to Customer Experience Management. It’s a given that good design begins with understanding the design target. A Persona nets-out as a “word portrait” of a customer type, distilling the essential elements of a market segment. The richer and more [...]

There’s a term trending on Twitter at the moment that makes me shake my head and smile a little. Why didn’t I see that coming? It’s ‘Big Process’  (#bigprocess) and I find the tweets by Clay Richardson really interesting. Now, I had no clue what this could mean, so my mind was running in all [...]

I may very possibly be the last to blog on the theme of technology trends and predictions for 2012 with every blogger worthy of a following already having done so (and before 2012 actually arrived). But in my role at KANA, this is not something I think about only at New Year. On the contrary, [...]

Business process management (BPM) has largely focused on making business processes more efficient and agile. It provides tools and methodologies to achieve this goal. BPM is quite valuable for back office processes where the processes can be well defined and there is not much customer interaction. BPM ensures consistency in the back office processes but [...]

Saw Bill Cosby the day after Thanksgiving. He told the story of “Phil’s Famous Stuffing”. Phil, a craftsman in Cosby’s employ, is known, far and wide, across the townships of rural Massachusetts, for making the world’s greatest stuffing. Cosby described how folks drive out and line up at Phil’s each turkey day to get a [...]