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Dovell Bonnett and
Spencer Stern are now friends 2 months, 1 week ago
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Spencer Stern started the topic How local governments can best leverage mobile in the forum Mobility for Government 8 years, 5 months ago
Below is an article about mobile that was published by ICMA. The link is
http://icma.org/en/Article/102295/Making_Sense_Out_of_Mobile?pub=107&issue=7.24.2012&utm_source=ICMA+Leadership+Matters+(Nonmember+Edition)&utm_medium=email&utm_campaign=7.24.2012
Would welcome your feedback.Making Sense Out of Mobile
by Spencer Stern, Founder &…[Read more] -
Spencer Stern replied to the topic Be a Leader with your BlackBerry! in the forum Innovative Local Gov Leaders 8 years, 10 months ago
These guys keep the innovation coming!
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Spencer Stern replied to the topic Mobility – Which Agency Does it Best? in the forum Mobility for Government 8 years, 10 months ago
Check out Boston and San Francisco
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Spencer Stern posted an update 9 years, 1 month ago
@313fhrh14jnagThanks Pat. We are good.
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Spencer Stern posted an update 9 years, 1 month ago
@313fhrh14jnagHi Pat,
It has been a while and I hope things are going well. I recently switched emails and amno longer gettgin the daily awesome newsletter. Can you please hook me up? My email is [email protected]. Thanks.
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Spencer Stern replied to the topic social networks for internal purpose? in the forum Forum Discussions 9 years, 3 months ago
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.
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Spencer Stern replied to the topic CRM ROI? in the forum 311-Municipal CRM 9 years, 6 months ago
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]
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Spencer Stern replied to the topic What Are The Quintessential Elements of Culture Change (Pick ONLY 3)? in the forum Culture Change and Open Government 9 years, 9 months ago
Andy,
Great thoughts. Perhaps we can sneak in active Executive Sponsorhsip. Messaging from the top is a critical success factor.
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Spencer Stern replied to the topic What do THEY want? in the forum Customer Service In Government 9 years, 11 months ago
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]
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Spencer Stern posted an update 9 years, 11 months ago
@sresslerHi Steve, Fellow Quaker,
What year did you graduate? Which school?
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Spencer Stern posted an update 9 years, 11 months ago
@2wmvxsvjujimdHi Lauren,
Thanks for your feedback. I noticed you’re based in Rockville and I spent time in Montgomery County last year helping them stand up their 311 call center. -
Spencer Stern replied to the topic Anyone have a suggestion for cloud speakers? in the forum Cloud Computing 10 years ago
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 -
Spencer Stern replied to the topic CRM ROI? in the forum 311-Municipal CRM 10 years ago
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] -
Spencer Stern replied to the topic Using Twitter for 311 in the forum 311-Municipal CRM 10 years ago
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
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Spencer Stern became a registered member 10 years ago
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Spencer Stern joined the group
Innovative Local Gov Leaders 21 years, 1 month ago
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Spencer Stern joined the group
Mobility for Government 21 years, 1 month ago
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Spencer Stern joined the group
Culture Change and Open Government 21 years, 1 month ago
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Spencer Stern joined the group
HP for Gov 21 years, 1 month ago
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