Paul Gillin

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Attack of the Customers Press Release

Paul Gillin

Delighting the customer is the only sustainable source of competitive advantage today, because product differentiation is fleeting and price differentiation is unprofitable, ” said co-author Greg Gianforte. How to create a culture that puts customers first. Failure to deliver exceptional customer experiences is simply failure.”.

Press 50
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Why Facebook Isn’t Worried About Ello

Paul Gillin

Dozens of competitors took on Lotus with cheaper alternatives or modestly differentiated products. In the late 1980s Lotus was larger than Microsoft and had a stranglehold on the highly profitable spreadsheet market with 1-2-3. None gained more than a few percentage points of market share.

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My New Book, ‘Attack of the Customers,’ is now available

Paul Gillin

In the age of the empowered customer, service is one of the few points of differentiation left. The trouble is that the payoff of good customer satisfaction is a lot harder to measure than the benefit of a dime saved in production. We make the case that companies have no choice but to invest in this area, though. Self-Publishing Experiment.

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Social CRM: Curb Your Enthusiasm

Paul Gillin

Vendors of CRM services, who are always looking for differentiation points in that crowded market, have lately been talking up this social dimension as a kind of CRM 2.0. It seems only natural that online social interactions should be part of this profile. The problem is that most of their customers are still struggling to get CRM 1.0

CRM 50
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Tribes Rule the Hyper-Social Organization

Paul Gillin

Any line of business that does not provide the opportunity for clear competitive differentiation should be discarded, the authors say. &# These kinds of life-or-death choices will be propelled by the ease with which operations can now be outsourced half a world away.

Rules 50
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How Will Computers Serve Us in 2020?

Paul Gillin

Once a plane is in the air, the boundaries of differential equations don’t change that much. McAfee : Why does the physical world present such challenges? Brooks : In engineering, you have to set up control loops and you can’t afford for them to be unstable. But when reaching into my pocket, the boundaries are changing every few milliseconds.

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Live Blog: Lotusphere 2012 Opening Session

Paul Gillin

“Ultimately, Social Business is a competitive differentiator.” Alistair Rennie at Lotusphere 2012. There are many ways to apply these benefits, ranking from improved product design to global sales contests. ” This is not new tools, it’s a complete reinvention of systems that form the core of how a business operates.