Spencer Stern

These guys keep the innovation coming!

Check out Boston and San Francisco

Hi Jennifer, I have worked with Yammer previously and it is quite good. I would also suggest looking at a new application from Salesforce.com called Chatter. It is very potent. They use it internally and it has been deployed to federal and state agencies, not sure about local, but I believe so.

US comparables have been compiled by both Gartner Group and Forrester Group, though I do not have access to the original source documents, the numbers are comparable to the UK study. Another channel that is even less expensive is mobile self service. On-line chat is another channel, that while less expensive than in-person, is typically higher…[Read more]

Andy,

Great thoughts. Perhaps we can sneak in active Executive Sponsorhsip. Messaging from the top is a critical success factor.

Hi Wendy,

Thanks for your post. Excellent information, especially the 4-step process. It can be very challenging to motivate personnel for whom there are limited to no incentives. Many personnel I work with have incredibly strong job security. What I have seen to be successful in these situations is to focus on one member of the peer group that…[Read more]

Hi,

I would be interested in helping out. I have supported local governments in transitioning to SaaS from an ERP and CRM perspective. Below is a link to whitepaper I recently wrote which was published by ICMA.
http://www.sternconsultinginc.com/ICM_%20SaaS_White_Paper_Final.pdf
I look forward to hearing from you.
Spencer

Most governments find it challenging to calculate the ROI because they do not determine their pre-CRM costs. Sine they do not have an initial benchmark, calculating the ROI becomes elusive. That said, per Cory’s post, the municipality’s that make the effort to calculate the pre-CRM costs typically find huge costs savings in the following areas:…[Read more]

Hi,Twitter BO integration is proving elusive. Below is a link to a webinar I did last year detailing municipalities’ experience with CRM and Twitter.http://www.sternconsultinginc.com/Social_Media_Webinar_6_10_2010_FINAL.ppt