Monthly Archives: April, 2011
The “Intentional Approach” to Technology Adoption Part 4: Technology Should Address An Important Need and Be Tailored to the Business
The third impediment to technology adoption is that adoption is hindered when the new system does not address an important need or the initial implementation is not sufficiently tailored to the business to be compelling. While these impediments apply to implementation of all new technologies, let’s use an enterprise search project to illustrate the point. [...]
The “Intentional Approach” to Technology Adoption Part 3: Understand the Keys to Driving Adoption
In my last blog post, I mentioned that by analyzing our past projects, we can improve adoption of our future information systems projects. This post will focus on the second impediment identified in this type of review: that adoption is hindered when we do not understand how to drive adoption. After putting months of work [...]
Is Customer Self-Service No Longer Effective?
Customer service continues to be a regular topic of conversation within the leadership ranks of many companies. As companies look for ways to keep customer satisfaction and loyalty at the highest levels possible, the service organization continues to take on a lot of pressure to accomplish these tough goals. At the core of customer service [...]