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John Burton
A blog about how CRM works in the real world!
Interests: Ultra-running (long distance running in the mountains), hiking, cycling, mountain biking, mixed martial arts, Japanese samurai movies, poetry, chess,
Recent Activity
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More than half the people in the world live on less than $2 a day. That’s incredible (and well… a little depressing) when you think about it. Many of us, this blogger included, will stand in line to cough up... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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There’s an app for that… but should there be? Are you sure? Really? Many companies have introduced mobile smart phone apps. But does this really make sense? Just as no one wants to carry around a wallet full of loyalty... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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Please, no ‘Big Data’ on the first date! First dates are supposed to be fun and casual – an opportunity to ask insightful (but not overly personal or intrusive) questions to get to know each other. At the end of... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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Social media is for socializing, not troubleshooting printers According to many CRM analysts and pundits, social media and gamification were going to revolutionize customer service. Five years ago, when the “United Breaks Guitars” song went viral, it certainly scared many... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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Technology doesn’t make you feel special Unlike some industry analysts, I don’t think the future customer service involves autonomous robots answering phones in call centers in outer space, or genetically engineered clones that don’t sleep or eat (and don’t spend... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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Most of my friends and work acquaintances consider me to be a “jock”. I however prefer to think of myself more as a "sportsman", "outdoorsman", or "endurance athlete". Sure, it is true that I can hop out of bed (even... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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It's winter time again! For those of you living in the Midwest, East Coast, Central or Mountain regions (or any place except California or Florida), that probably means cold weather and snow... and possibly lots of it. Note: Not to... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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It’s no secret that many of us struggle with our weight, fitness, and health – especially during the holidays. Part of the issue, particularly for business folks who work at a desk in an office, is that well… we work... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
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Everyone hates spam. And I admit it; I’m part of the problem. No, I don’t control a vast army of evil spam-bots who do my bidding, filling people’s email inboxes with unsolicited email offers to save 50% on Viagra or... Continue reading
Posted Oct 21, 2014 at I See CRM Everywhere
Paul, I'm still "on the fence" regarding this Internet of Things encroaching on my personal life, particularly my health and fitness. I admittedly often do use a GPS device and upload my running/cycling workouts to a website Strava.com to track my mileage, pace, and time -- and to compete against my friends. However, I also sometimes like to just go "off the grid" and grab one of my old vintage 1970's steel-framed racing bicycles and just head out into the mountains for a cathartic ride without any wires, electrodes, anal probes, or blue teeth. I guess my comment/question is... all this Internet of Things is great, but will we still retain the ability to "pull the plug" when we want? Kind of reminds me of this old humorous tale: http://politicalhumor.about.com/library/jokes/bljokebigbrotherpizza.htm John
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Stuck in the Nineties? The 1990’s were a great time – especially if you were a fan of boy bands or grunge music and flannel shirts. All jokes aside, the 1990’s was a time of technological revolution with the advent... Continue reading
Posted Jan 21, 2013 at I See CRM Everywhere
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Flickr creative commons courtesy of psd If you haven’t realized by now, one of the truly wonderful thing about SAP CRM is that it is flexible enough to let you customize the heck out of the system to support your... Continue reading
Posted Jan 21, 2013 at I See CRM Everywhere
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"I find your lack of faith disturbing." I’ve always had questionable taste in heroes. As a five-year old, I idolized Darth Vader, cheering madly for him to crush those long-haired, scofflaw, pot-smoking Jedi hippies. As an adult, I found a... Continue reading
Posted Jan 21, 2013 at I See CRM Everywhere
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Anyone who’s ever tried Bikram Yoga has probably found themselves cursing the friend, family member, or co-worker who suggested it. Man, that crap is painful! As soon as you walk in the 105°F room you feel like you can’t breathe.... Continue reading
Posted Aug 9, 2012 at I See CRM Everywhere
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Here’s a worst case call center scenario. You’re the team leader, supervisor, or call center manager for a once respectable call center operation that has suddenly – for lack of a better term – completely gone to hell. Beer cans... Continue reading
Posted Jun 11, 2012 at I See CRM Everywhere
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Everyone wants to be a billionaire – or failing that, to marry one. But, alas, the world seem to be suffering from a severe world-wide shortage of billionaires these days. And unfortunately most billionaires are already married (though admittedly some... Continue reading
Posted Jun 7, 2012 at I See CRM Everywhere
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It is no closely guarded secret that I have an intense hate-hate relationship with United Airlines. Sometimes I hate them, and sometimes I really hate them. And I’m apparently not alone. Ray Wang, Paul Greenberg, and many others in the... Continue reading
Posted Jun 7, 2012 at I See CRM Everywhere
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Anthony Leaper from SAP wrote a great article in on Forbes.com entitled, “5 Stupefying Statements from the CRM Call Center (and what to do about them)” that examined some common, yet absurdly stupid, call center faux pas that make customers... Continue reading
Posted Jun 7, 2012 at I See CRM Everywhere
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Let’s talk about First Contact Resolution (FCR) for a minute. For example, an 81% first call resolution rate might sound great at first glance, right? Eighty-one percent! Woo hoo, awesome, high five! But when you consider that 80% of people... Continue reading
Posted Dec 19, 2011 at I See CRM Everywhere
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I grind my teeth whenever I stumble across any blog that encourages readers to be “social media samurai” or “customer-service ninjas”. I mean, come on, there is absolutely no such things as a social media samurai or a customer service... Continue reading
Posted Nov 25, 2011 at I See CRM Everywhere
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According to a recent study published in CRM Aficionado Weekly, nearly 70% of CRM professionals report that they find dealing with call centers to be more stressful than going to the dentist! That’s a pretty amazing statistic if you really... Continue reading
Posted Nov 9, 2011 at I See CRM Everywhere
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Some age-old questions are actually quite easy to answer. For example, what is the meaning of life? Duh, beer! What is the universe made of? Easy, it’s a 40/60 blend of polyester and lycra. Other questions however have proven more... Continue reading
Posted Jun 2, 2011 at I See CRM Everywhere
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Perhaps this is not the type of thing one should say in public but… sometimes I find myself reminiscing about the 1970s. It was a wonderful, glorious bygone era when men (well, at least real men) sported large, unashamed, unwieldy... Continue reading
Posted May 25, 2011 at I See CRM Everywhere
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Psst… people are talking about you. Well, not you personally; but people are definitely talking about your company. They’re criticizing your products. They’re badmouthing your customer service department. And they’re trashing your brand – the brand you spent a fortune... Continue reading
Posted Oct 17, 2010 at I See CRM Everywhere
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Customer service is not for the squeamish. Working in a contact center, for example, is fraught with perils. On any given day a contact center agent may interact with one hundred (or more) disgruntled customers, none of whom are just... Continue reading
Posted Oct 8, 2010 at I See CRM Everywhere