Philip Richardson

The Cloud: Iacta alea est

CRM Live (Titan) at Convergence 2007

clock March 30, 2007 19:40 by author philip
We showed a tiny little bit of Titan at Convergence 2007 in San Diego a few weeks back. It's in the Steve Ballmer keynote. Steve comes out at 41:00 and CRM shows up at 44:00. The demo is real running in a real internet facing data center. BTW when Brad says "Mockup Screen" he doesn't mean 'fake' - he means 'ugly' (we just haven't deployed all the portal goodness yet).

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A Challenging Customer Lifecycle Problem

clock March 28, 2007 10:05 by author philip

I caught this MSNBC article on the Specially Designated Nations (SDN) List maintain by the US Treasury's Office of Foreign Assets Control (OFAC). You can find the actual list here. What is interesting is the customer lifecycle challenges which businesses in the US are presented with - when having to comply with this law. The SDN is essentially a list of 'bad guys'. The problem is - that lots of other people share their name. Most companies have a goal of 1) making money and 2) making customers happy. A business doesn't have the luxury to turn away a customer because their name happens to be the same as a 'bad guy'. However - it is also reasonable for a society to have a list of forbidden individuals.

The problem is not the existence list. It is the implementation of the list. If you receive a 'positive hit' against the list you would naturally need to contact the government. This situation presents a company with an opportunity to practice customer service excellence. Do you have a process in place to deal with the escalation? Can you service reps escalate the issue without making your customer feel like 'bad guy'. Chances are - this customer has had this experience before. This is a chance for your company to really shine - to give great service to people that might not normally receive it.

There are ways to comply with your legal obligations (always check with your lawyers as to what those obligations are) - but your service reps shouldn't pretend to be police. Such an approach will lead to better customer satisfaction and most likely better enforcement of the such lists.

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Alex Barnett is leaving Microsoft

clock March 26, 2007 18:39 by author philip

It's official: Alex Barnett is leaving Microsoft. I heard the news from Alex last week and I've been 'processing it' for a few days. Tonight Korby Parnell is throwing an impromptu dinner where both Alex and I are attending. No doubt this will be an interesting evening.

Microsoft has lost another passionate employee. Alex understood how to navigate the 'old' Microsoft and the 'new' Microsoft. He could weave the best from both worlds together.

It makes me wonder: Does Microsoft have what it takes to retain talent?

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Creating Customer Centric Experiences

clock March 26, 2007 13:02 by author philip

Here is a great article by Philippe Gaillard (the CEO of Neocase). It's a great primer for creating customer centric service experiences. Neocase is a great CRM ISV - you can find out more information about their solution here.

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An Un-Gentle Reminder

clock March 26, 2007 00:43 by author philip

Some ground rules. These rules are not really rules - more like guidelines. I'd quote that pirate movie, but quoting such things devalues a quote.

When Emailing/IM'ing there are few things you need to know:

  • I won't discuss future releases of the product. In Engineering we build. In marketing they announce.
  • I won't talk to journalists. We have better people than me for that.
  • I'm not tech support. I make my living thinking about the next version of CRM. I don't specialize in supporting and troubleshooting the current version. These people are our support team: they are better at it than I will ever be. Even if it is one of my own features: I'm still not the best person to help you.
  • There are these new web sites called search engines. At least try them. All the cool kids are using them. Eg. Q:"Phil where is the CRM SDK?". A: "Did you type CRM 3.0 SDK into Google MSN Search Windows Live Search?".
  • SDK + Deployment Guide. I won't link to them - you can practice your search engine skills. They were both written by people who write documents all day.

I'm super excited to exchange IM + Email with customers and partners. Many people chide me for having such publicly available contact details.

All I ask is: make somewhat of effort first (even if it is the equivalent of adding the vermouth in a Churchill Martini). You'll be smarter for it!

BTW: You can still email me (and there is no need to give me a string of "I tried but...").

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Mid-Year Review

clock March 26, 2007 00:21 by author philip

So I have my mid-year review this week. No big deal. No cash/stock at mid-year and no giant screw ups hiding under the carpet. We had this new 'Career Compass' which hasbeen described as an abomination to productivity. I found the whole thing pretty benign. It took a few hours to complete but was pretty inoffensive. In fact I did find some value in the tool - in terms of adding some different 'angles' for career self reflection. However: there was little new value as I'm fortunate to have a solid upper management team. For me the Career Compass felt like a tool to prop up crappy managers.

A general theme arose in our hallway discussions (usually devoted to stock price, the Cricket World Cup and the spooky replacement of internal PR posters which had some politically incorrect spelling) - that I should add a new commitment or career goal: Stay Out of Gaol. I like the idea. It is SMART (Specific, Measurable, Relevant and Time Based). I mean why would Microsoft want me in gaol?

So: to those Microserfs out there doing it tough with the Career Compass.... make the the most of it. Better to get some value of out it than 'suffering through it'. And remember: stay out of gaol!

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Lazy Sunday Afternoon

clock March 25, 2007 23:42 by author philip

I've been drinking almost zero cocktails lately. People might think from my blog that I'm a heavy drinker - but that's far from the truth. I rarely drink during the week and at weekends I might have 2-3 drinks maximum. I try and go for quality rather than quantity.

For a while I've been fascinated by the idea of espresso coffee in a cocktail but have never bothered to try it. When you don't drink a lot you need to choose your drinks carefully. It's metric tonight (BTW only the USA, Burma and Liberia are not metric): 60mls Vodka, 20mls Butterscotch Schnapps and a shot of Espresso from the beast. Stir these three together with ice and strain into an old fashioned glass. Serve neat with a splash of Baileys (not too much it sinks to the bottom). You might want to ratchet up the Butterscotch Schnapps - it was an awesome compliment to the Espresso. This early success with coffee has encouraged me to take it to the next level. I'm not contemplating how to combine Gin and Espresso (a worthy challenge).

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Online Shopping Carts

clock March 24, 2007 22:03 by author philip

Finding a good online shopping cart and payment gateway is hard. Many of my readers tackle this and similar issues on a daily basis as they deploy sales and marketing solutions for their customers. A former colleague and friend of mine is particularly passionate about online shopping carts. Recently he revamped his review site: shopping-cart-reviews.com. One feature I particularly like is that examples of each cart in action are provided.

If you or one of your clients are every in the market for cart/gateway - then definitely stop by his site for tips & tricks, reviews and a comprehensive listing of carts.

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Bad Math

clock March 21, 2007 17:45 by author philip
This is awesome: a guy tries to explain the difference between 0.02 dollars and 0.02 cents.

Update:Menno provides more background info (and reminds me that it's old news).

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The PI Blog Directory

clock March 20, 2007 21:57 by author philip

Update: I've joined the ranks of the D-List bloggers and can now be found in the PI blog directory!

There is a bit of an internal storm raging about which blogs were listed by Todd Bishop in the Seattle PI. Our team's blog is there and then the only CRM blogger listed is Menno 'the freak' te Koppele. Don't get me wrong - Menno is a great blogger... but where is the love for me?

On a more amusing note: I went to dinner tonight at Maggiano's for the Office Developer Advisor Council. One of my SharePoint brethren mistook (in the dim lighting) the parmesan cheese for powered coffee creamer.

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Plonk

clock March 17, 2007 21:12 by author philip

We just demolished the better half of a 2003 L'Ecole 41 Columbia Valley Cabernet Sauvignon. A reminder that American can produce a decent wine.

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Andiamo

clock March 17, 2007 13:54 by author philip

A few weeks ago after a below par experience at Ascada Ben, Caroline, Ellie and myself agreed to check out Andiamo across the road.

It's a 'typical' street corner Italian restaurant (not a cheap pasta joint). Service was fast and attentive (apart from bring one less water on arrival which for some reason irked me). Meal wise we shared escargot (in the shells), a salad and some tomatoes with mozarella. For the main I had the chicken fetucine while others opted for osso buco, canelloni and some kind of chicken thing. Caroline's chicken thing was cold - stone cold. It was returned for reheating. That kind of thing isn't really excusable, especially in an Italian restaurant where the food is subject to rapid cooling (eg. pasta). Now dessert was where Seattle's reputation as the worst dessert city in the world began to 'shine'. Ellie's panna cotta was firm. By firm I mean: chewy. By firm I mean: you needed a knife to cut it. By firm I mean: you needed to recycle it - not eat it. There was so much gelatin in this thing that it felt like I was eating a cow hoof.

Overall - it was good. The prime card cuts the price down nicely (buy one main and get one free with two cards per table). Atmosphere was nice - the tables are close together but it is busy enough not to invade your privacy (unlike Il Capretto d'Oro). I'd probably rate Andiamo #4 for Italian on the Eastside (#1 Tosoni, #2 Firenze, #3 Il Capretto d'Oro).

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Sydney .NET User Group

clock March 16, 2007 10:19 by author philip
Sydney .NET User Group Wednesday 21st March 2007 5:45pm - 9:00pm Microsoft, Sydney

Andrew Weaver and George Doubinski will be carrying over the CRM topic from last month through hands-on demonstrations and discussion on extending and customising CRM to improve your marketing/sales effectiveness. They will then cover the following benefits of CRM and how they can bring an advantage to you and your company:

  • Ease of use
  • Security
  • Customization
  • Mobility
  • Integration

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Eating in San Diego

clock March 14, 2007 10:19 by author philip

San Diego offered a surprisingly good restaurant strip in the form of  the Gaslamp district along 5th Avenue. On the first night some of us hooked up with the Sonoma Partners (no referring to themselves as Sonomans) and headed to the Bondi Bar. These guys always hassle me about the amount of drinking on my blog - but I didn't name my entire business after a wine producing region. The bar was a decent place (apparently also the local meat market - which made discussing business there a little surreal). Cocktail quality and ingredient availability scored high. I managed to wean a collegue off Sapphire and Tonic and him hooked on Martin Millers. Food was good (including the party pies) - but the wait for a table was excruciatingly painful. I liked the Australian style service - you have to go to the bar to get a drink. The place, I'm ashamed to say, did make me a little homesick.

On Sunday night I opted for a low key business dinner instead of the mega convention party - for reasons described elsewhere. We headed to Croce's restaurant named after Jim Croce the folk singer. It was a nice oasis of 'quiet' where a few of us could effectively do some business. Food, drinks and service were good. However one of my colleagues remarked that he had better many better experiences dining there in the past.

Each Convergence the field team typically host a dinner. This year we headed off to Chianti for an 'Microsoft only' get together. The food was good - but maybe a little too Southern Italian for my liking. I suppose I was expecting more of a Tuscan influence given the name.

After Chianti I headed off to the Avanade Cocktail reception at the W Hotel. The Avanade guys are great hosts, the W had great atmosphere - but the service and drinks for crap. One has higher expectations when drinking at a W. My expectations were simply not met. The service was rude and slow. The bar was very poorly stocked. The glassware used was crude and unimaginative. This of course didn't stop us having a good time and talking CRM until the wee hours with some super smart MVPs and Avanade employees.

Last night I found myself with the Sonomans, the Dutch and one of Sonomas very large enterprise customers. We went to Ole Madrid for some tapas and sangria. I found myself not eating a lot and barely touching my sangria. The place seemed interesting but was a little 'dead'. I enjoyed spending some quality time with the 'enterprise customer' (I won't embarrass them here) discussing the various architectural options for deploying CRM in a complex global environment.

San Diego seems like a fun place. I can't say I spend these last few nights 'partying' as I'm a little too 'business focused' at these events - but I could see myself coming back to have some real fun.

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ISV musings

clock March 14, 2007 09:54 by author philip

I saw some cool CRM ISV products at Convergence this year. The one clear 'stand out' product was CWR Mobility. It's a Microsoft Certified solution and has an awesome set of features. It is definitely worth checking out if you use Pocket PCs in your org (I believe a Smart Phone version is in the works). If you are a Crackberry shop (nothing wrong with that - except sore thumbs) then the TenDigits solution is a good option. For those without a standard mobile platform then CRM Mobile Express (an free community supported download) could be a viable alternative.

Marketing Automation is also gaining steam. There are a lot of strong entrants into this market recently. If you have Microsoft CRM or are considering our product - then you won't be disappointed with the range and depth of ISVs in this space.

I was also impressed with some of the business intelligence ISVs. BI is making a 'comeback' in horizontal markets all over the industry. I suspect that next year we will see a plethora of very cool BI products. What I would like to see is more BI ISVs taking advantage of data mining algorithms (especially the new ones in SQL Server 2005).

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The opinions expressed herein are my own personal opinions and do not represent my employer's view in anyway. All postings and code samples are provided 'AS IS' with no warranties, and confers no rights.

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