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Category Archives: strategic management of technology innovation
Effects of the Internet as Innovation: No More and Now New
The first wave of the Internet as a disruptive technological innovation has created game-changing and deal-changing effects on traditional social and organizational norms. The effects associated with the second wave of this innovation have been given many names (Internet 2.0, … Continue reading
Customer Experience Management: The Second Wave
Customer Experience Management is often seen as a marketing discipline emerging from the traditional customer service and customer relationship management niches to meet evolving needs that precede customer service and extend beyond the transactional focus of CRM. What is missing … Continue reading
Posted in conducting research online, customer experience management, human factors in information systems design, management of information systems and technology, social networking, strategic management of technology innovation
Tagged CEM, CRM, customer experience, customer experience management, customer relationship management, customer service, disruptive technology, innovation, Internet, marketing
4 Comments
A mental model of the customer, user, and learner experience
Digging Beyond User Preferences (Mental Models) In my research, writing, and consulting work over the past decade, I have focused on a single concept (satisfaction) and what it means to people in the roles of customers, users, and learners. I … Continue reading
Posted in conducting research online, customer experience management, human factors in information systems design, online learning and teaching, strategic management of technology innovation
Tagged customer experience, customer experience management, individual differences, mental model, mental representation
7 Comments
To tweet or not to tweet
When I began blogging as an alternative to hosting discussion forums with my Web site, I had some initial concerns that I expressed in one of my first blog entries: http://programhouse.com/wordpress/?p=23 Over time and with sensible refinement to the tools … Continue reading
strategic management of technology innovations
I would like to open up discussion about something that is the heart of planned change in how we learn and work: strategic management of technology innovation. I welcome your thoughts about the nature of technology innovations (in general or … Continue reading