In which Jill makes excuses for people who make excuses. Fall conference season has (mercifully) come to an end, and I can finally reflect on what I learned on my…
In which Jill peeks into the pipeline—and sees retail for a change! In the arena of retailing, we’re all players. But many of us are also spectators, sitting high up…
In which Jill reminisces about CRM failures past—and warns that past is prologue. Last year a large brokerage firm engaged Baseline to review its customer strategy and build a CRM…
In which Jill discusses what to wear. Or what not to wear. I recently wrote a blog post on social media and CRM, “Meeting Customers Where They Are: When Social…
In which Jill explains a certain je ne sais quoi when it comes to BI I’ve been in and around Paris and consider myself pretty Paris-savvy. But Paris has changed.…
In which Jill watches Social CRM consultants get naked—and throws them a towel Don’t look now, but I’m about to marginalize social media for CRM. For those of you still…
In which we learn that when the cat’s away the mice will play, as Jill’s Baseline colleagues put up a special tribute in honor of her…29th…birthday Jill’s busy with birthday…
In which Jill debunks some BI myths and kills your buzz When I was a little kid I would travel by air to visit my grandparents. In those days, PSA…
In which Jill argues that rebranding is in the eye of the beholder “Watch your elbows! Coming through!” The outward briskness of the flight attendants is a physical manifestation of…
In which Jill maintains that “Who Were You in a Past Life?” isn’t the only survey on Facebook. At least, it shouldn’t be. I just bought a car. And I…
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