“Commentary and musings on CRM best practices and industry news.”

“The right words can be worth many thousands of images. Regular readers of this column and my book should be familiar with my thoughts on the subject. It’s the nature of the Web that words are the foundation of the medium. This does not mean images can or should be neglected. One very effective way to boost your conversion rate for retailing, lead generation, and even content and self-service sites is to optimize your images.”

“Anxiety engulfs many in leadership positions. To others they display a calm and confident persona. Inside they feel lost, scared, confused, and panicked in response to obscure dangers. Destined for disappointment, they impose mindless and repeated reorganizations, change programs, and superficial fixes upon the exhausted and cynical people they try to lead. They attempt to reduce their anxiety by reducing their awareness. They work futilely to avoid pain, gain control, and find security not understanding that much of leadership today is counter to their mental models.”

“Companies achieve real agility only when every function, office, strategy, goal, and process — when every person — is able and eager to rise to every challenge. This type and degree of fundamental change, commonly called REVITALIZATION or TRANSFORMATION, is what more and more companies seek but all too rarely achieve.”

“Follow-up links for my presentation on weblogs and business… The presentation has two parts: explaining weblogs and discussion on weblogs from a business perspective.”