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Spencer Stern

Profile picture of Spencer Stern

@SpencerStern

active 2 months, 1 week ago
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Recent Blog Posts

  • e-government academy certficiation program
  • Social Media Workshop in Hayward, CA on May 17 from 9:30-2:00
  • The Importance of Executive Sponsorship – Mini Case Study
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  • Creating the Change Management Communications Plan
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  • Profile picture of Dovell Bonnett

    Dovell Bonnett and Profile picture of Spencer SternSpencer Stern are now friends 2 months, 1 week ago

  • Profile picture of Spencer Stern

    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]

  • Profile picture of Spencer Stern

    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!

  • Profile picture of Spencer Stern

    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

  • Profile picture of Spencer Stern

    Spencer Stern posted an update 9 years, 1 month ago

    @313fhrh14jnagThanks Pat. We are good.

  • Profile picture of Spencer Stern

    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.

  • Profile picture of Spencer Stern

    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.

  • Profile picture of Spencer Stern

    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]

  • Profile picture of Spencer Stern

    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.

  • Profile picture of Spencer Stern

    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]

  • Profile picture of Spencer Stern

    Spencer Stern posted an update 9 years, 11 months ago

    @sresslerHi Steve, Fellow Quaker,

    What year did you graduate? Which school?

  • Profile picture of Spencer Stern

    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.

  • Profile picture of Spencer Stern

    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

  • Profile picture of Spencer Stern

    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]

  • Profile picture of Spencer Stern

    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

  • Profile picture of Spencer Stern

    Spencer Stern became a registered member 10 years ago

  • Profile picture of Spencer Stern

    Spencer Stern joined the group Group logo of Innovative Local Gov LeadersInnovative Local Gov Leaders 21 years, 1 month ago

  • Profile picture of Spencer Stern

    Spencer Stern joined the group Group logo of Mobility for GovernmentMobility for Government 21 years, 1 month ago

  • Profile picture of Spencer Stern

    Spencer Stern joined the group Group logo of Culture Change and Open GovernmentCulture Change and Open Government 21 years, 1 month ago

  • Profile picture of Spencer Stern

    Spencer Stern joined the group Group logo of HP for GovHP for Gov 21 years, 1 month ago

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