Year: 2002

Good interview with HBS professor Susan Fournier: “Customer relationship management (CRM) programs have become too much about the technology, not enough about the customer relationship.” Bing!

Ziff Davis’ Yahoo Internet Life to fold. Sources close to the company say the Ziff Davis Media publication, which chronicled Net culture, is shuttering operations. [CNET News.com] This is a bummer. My brother-in-law gave me a subscription for Christmas, and I was very pleasantly surprised at the quality of coverage. Very savvy publication which avoided…

Another well-publicized win, this time Duane Morris in Philadelphia. Information Week covers it in this week’s issue. [CIO John] Sroka chose InterAction software from Interface Software Inc. “We ended up going with them because of their expertise in the area, the depth of the organization, and the size of their existing client base,” he says,…

Supreme Court rules earnings should be protected as “art “.

The technology gap between small and large law firms continues to grow.   25-99 Lawyers 501+ Lawyers Percent of Equity Partners to Lawyers 49% 28% Number of Users to IT Staff 53:1 29:1 Percent of Revenue for IT Capital Expense 1% 2.2% Percent of Revenue for IT Operating Expense 2% 5% This is just one…

Check this out: Movable Type (another weblog application) has implemented a demo of “trackback” – a way of tracking weblogs that point into an individual weblog post. The advantage? If you’re interested in what you’re reading here, then chances are you might like to see what others have said who’ve pointed to the post. We…

Day 15: Defining keyboard shortcuts. One of the least known features of HTML is the accesskey attribute for links and forms, which allows the web designer to define keyboard shortcuts for frequently-used links or form fields. On Windows, you can press ALT + an access key; on Macintosh, you can press Control + an access…

Here’s another good bit of coverage in ZDNet about InterAction. This one is about a VC firm (Sevin Rosen Funds) using InterAction, “saving the company money and improving efficiency and productivity.” In a soft economy, CRM for professional services firms can enable the management team to be more strategic in deciding what business to go…

Within our team, we have been surprised at how well the team klog has helped us to have a better understanding of what each of us is currently working on. We didn’t realize how much of our individual work was below the radar of our closest co -workers.  [David Gammel]I’m trying to convince our I.T.…

Six hours on the tarmac. One bag of cheddar pretzels and sun chips. Little air conditioning. Hot, humid New York Summer. “That’s it folks – they’re cancelling the flight.” Wait 30 minutes, then “Change in plans! We’re leaving after all!” We leave at 7pm, arrive O’Hare a little after 8pm, and I get home. As…