complexity

Complex business problems need diagnosis, not packaged solutions

by: John Caddell

Dave Snowden, whose posts are always interesting and instructive, says this in a post today:

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More on using the Cynefin framework

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HBR Article Demonstrates that Leaders Need to Manage Complexity

by: John Caddell

"We need to document our processes!"

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Worst practice learning theory means our favorite business bestsellers are all wrong

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Collecting and organizing narratives makes sense of complex problems

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Are There Any Customer Experience Companies that are Not CRM Refugees?

by: Karl Long

You know i’ve complained mightily that every time I find a company that claims to be a “customer experience management” company, they turn out to be a refugee from the CRM industry, looking to install unusable software for huge fees and get the hell out of there.

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Ending the War Between Sales and Marketing

by: John Caddell

The most recent Harvard Business Review features the above article by Philip Kotler et al on the eternal conflict between sales and marketing, and how it can be resolved. Rather than rehashing the article, which is well worth reading in full, I wanted to lay out my perspective on this issue.

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Waiting on Genius: Musing on why business design is so hard

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Brand Love

by: David Armano

Here’s a visual I’ve used a number of times.  When I reference the customer experience across multiple touch points and channels—this is it.

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How Smart is Your Skin? Information as an Organizational Problem

by: John Sviokla

When I was a kid, I played with mercury I harvested from thermometers.  (I also made lead weight belts from scraps of lead I retrieved from gutter repairs we performed on my grandmother's three-decker flats in the factory town of Brockton, MA where I grew up.)

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