This is the thanks I get for voting my buddy Paul Greenberg's blog the best CRM blog? In his August 27th blog entry "We ARE Experienced", Paul commented on my "Are You Experienced" entry from August 23rd on some impressions I had after reviewing answers to industry heavyweights on the subject of CEM. Paul was actually very diplomatic in saying the reason he felt my entry dealt so heavily on the technology side of CEM was probably due to the responses of the luminaries questioned. Well all I can say is Paul, your were RIGHT......okay you were kind...to me.
After looking through the ten pages of interviews, I could have done a better job representing the cultural side as it is clear the group deemed this the key to any kind of success with customer experience management. In fact, let me share with you a few answers they gave to the question of what the biggest hurdles are to the companies considering CEM:
Paul Greenberg - "The biggest hurdles are that most companies and few customers understand the process of creation of the collaborative and self-managed experience"
Denis Pombriant - "The corporate paradigm"
Erin Kinikin - "As usual, the biggest problems have little to do with technology. The hardest part of adopting a customer-centric philosophy like CEM is getting corporate culture on board.
As you can see the gurus were all over this. I may have had a flashback to my developer days when I looked at the answers for what technologies would be needed for CEM to thrive. Tossing around all those acronyms (SOA, BPM, WSDL, etc.) brought me back to when I was a Microsoft Certified Solutions Developer, DBA and Trainer, not to mention being certified in Rational Rose for OOAD. Okay I think I've got that all out of my system now.
So a big thanks to Paul for pointing this out to me. And the good thing is all the comments from the analysts will be included in September's CRMA newsletter. And better yet, the CRMA is planning a webcast on the subject with the group. So stay tuned.