Archive for May, 2009

Risk Management and Planning - A SaaS PaaS Success story

Monday, May 25th, 2009

I just rolled off a 6 month project in which we built a SaaS application on the force.com platform: SaaS on PaaS on SaaS . The project was 6 months plan to  launch! It’s amazingly clear the value of detailed and focused risk management and proper planning around these risks to be successful on this type of work.

To put this project in perspective for those that aren’t familiar with the force.com platform - according to Nucleus Research - this project would have taken nearly 2.5 years on a traditional platform - 4.9 times as long. The project launched without any major glitch, and the reason for success is worth sharing.

Sometimes when teams are so overwhelmed they forget to look up and scan the waters for what lies ahead.  I always equate the managing and leading of web projects to a captain of an imaginary row boat going down the river.  The lead knows the waters, understands the dangers, has plans for navigation around rough waters, and has contingency plans if things go awry.  Most important, however, is that the leader communicates and collaborates with his/her team; and in this case, before the team launches their boat into the river.

There’s a great lyric I’ve always believed held very true, and think it applies here: “Perspective pries your once weighty eyes and it gives you wings.”  Perspective provides the insight into risks and planning around those risks or challenges.  We definitely gained perspective, and without a doubt, it helped us rock this project.

Why Apple Should Buy Twitter

Wednesday, May 13th, 2009

Twitter; the social site that’s taking the world by storm.  I won’t waste time talking about what Twitter is, why you should do it, the unique ways to market with it, that’s been covered enough.

What I do want to talk about is why I think an Apple / Twitter deal would be a success.

Rumors are flying about the valuation of Twitter.  Offers from Facebook, talks with Google, and now a rumored $700M cash offer from Apple have the blogosphere in a frenzy.  My opinion of the phenomenon: Facebook, nah.. Google, maybe.. Apple - yes.  Truth be told I’m an apple fan-boy.  I have 2 Apple PC’s at home, 2 ipods ,an iphone, and I even stop fast-forwarding the DVR if I see the “Hi I’m a Mac” commercials.

In the last few years Apple has done something remarkable; salvage the recording industry from certain death.  The first version of Napster and the mp3 changed the record business forever.  Music was instantly de-valued and giant record companies lost their grip on the most important revenue stream they had; CD sales.  Enter Apple, the ipod and itunes.  Apple decided that it would go toe to toe with the free digital music revolution and fight it with a simple piece of hardware (ipod) and it’s software counterpart (itunes).  These two now household staples are accountable for billions of paid for song purchases, movies rentals, application purchases, etc. With the invent of the iphone, digital e-commerce is at your fingertips and your favorite media is a multi-touch away.

This reason alone is why I think Apple should buy Twitter and in doing so, develop Twitter’s business model into something enormous.  As it is now, Twitter is still a phenomenon.  It hasn’t made a dollar but it’s worth a fortune (yes I did mean to write that).  The idea is brilliant; both simplistic and revolutionary.  In my opinion though, Twitter does need help.  It needs  a company like Apple to realize their vision by further integrating Twitter into hardware (iphone, ipod touch, macs, etc) and building out the software counterpart further.  I feel like Apple could keep the simplicity of 140 characters while realizing the revenue potential that’s waiting to be unleashed.

Imagine a world where your friend tweets about a new song they heard while watching Grey’s Anatomy, you read that tweet and are able to buy both without ever leaving twitter, I don’t think we’re too far away from seeing that happen and I wouldn’t be surprised if Apple is the one to help get them there.

Customer Service is Still About Human Beings

Sunday, May 10th, 2009

With all the advances in social networking technologies and the use of customer service tools over the Internet, we must remind ourselves that the tools are only as good as the people behind them. For example, I recently did my best to order flowers for three lovely mothers and had extreme difficulty with the site. I used the live chat feature to speak directly with a customer service rep. I even ended up calling their 1-800 number. Unfortunately for me, they didn’t seem very qualified nor responsive to my problem or proposed solution. Needless to say, I went on to another e-commerce site to order 3 sets of flowers; a relatively significant sale.

While idea portals, community sites, Twitter and tweets make reaching out to customers easier and easier, the lesson learned is don’t over promise what you cannot deliver. At the end of the day it’s who is on the other end of that technology/tool, and how prepared and trained are they to respond to your customers. In addition are your customer service/portal/community teams properly staffed so they can respond in a timely and thoughtful manner.

I love technology as much as anyone but we should never assume it can replace the human touch. Our goal should be to complement and enhance the customer service experience through all touch points because no matter how technically advanced we become - customers are still human.

Rockstar Of The Week

Friday, May 1st, 2009

Brian Rockstar
Here at Reside we have a long standing tradition, Rockstar of the week.  It’s a pretty simple concept, the torch is passed from employee to employee and the current Rockstar picks the next.  Management is never involved in the decision unless they’re the current Rockstar, so it’s true peer evaluation.  This week - I’m passing the Rockstar torch to Brian Pemble, one of our Web Developers.  He’s been rockin’ hard lately and definitely deserves it.  To name a few of the reasons he takes this weeks award home…

  1. BP recently led the development of the MN Tekne Awards site slated to launch this coming Monday (it’s looking great).
  2. BP is the greenest Resider, riding his bike to work every day he can (rain/snow/shine) - an inspiration and model for us all.
  3. BP has shown a great deal of intellectual curiosity, proving that to stay relevant in this fast paced industry you have to lead - there is no follow.

Kudos Mr. Brian Pemble, keep up the great work for Reside and our clients!