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@mpucher-blog
Blog is discontinued
Dear visitor, this tumblr log is discontinued since I've moved to my own domain. Please visit my new CRM+ blog at http://www.michaelpucher.net Or visit my google+ Profile and add me to your circles: https://plus.google.com/114117970967528425997/about
Michael Pucher - Senior Consultant CRM - VCard
Michael Pucher ist ein ausgewiesener Experte für Vertrieb, Marktmanagement und CRM für Versicherungen und Finanzdienstleister bei AAA Auctor Actor Advisor GmbH mit Sitz in Köln und München.
Sie finden meine Kontaktdaten in einer VCard zum Download unter folgender URL:
http://bit.ly/rcSCCW
Mein Google+ Profil finden Sie unter:
https://plus.google.com/114117970967528425997/about
Xing:
https://www.xing.com/profile/Michael_Pucher
Decentralized location based services
I'm sure you read about the dispora* [project](http://joindiaspora.com) and the buzz it created. Backing on [kickstarter](http://www.kickstarter.com/projects/196017994/diaspora-the-personally-controlled-do-it-all-distr) is around 1800% as of May, 21st. diaspora* came along the right time the right place. It isn't sure whether they will meet the high expectations or if they ever gain mainstream but lot's of users are willing to take back control of what they share online. People _are_ worried and do care about privacy and publicness. Location based services like foursquare, gowalla and a lot of clones are considered (or have been at least) the next big thing in social networks. But those services have the same drawbacks like current mainstream social networks. They are operated centralized and users aren't in control of their data. And all of those services build their own proprietary places databases. I've been a user of foursquare and other services in Germany from the early days. Though user adoption isn't that high in Germany yet, the biggest advantage of using LBS services is still connecting/meeting people. Meet colleagues or friends at the airport (business approach) or somewhere in town (private approach) is surely a plus. But we don't need centralized authorities to do that. We don't need a “man in the middle” who spies on us and sells our profile data to advertisers. We can connect on our own. As Eben Moglen said: “we should keep the logs” (NYU Speech "Freedom in the cloud" on [youtube](http://www.youtube.com/watch?v=QOEMv0S8AcA)). It's time to create a decentralized lbs connection system for which I'm going to lay out a first conceptual draft now. Feel free to comment/get involved. **Places database** We need a central, royalty free places database. There has been discussion about a commercially created “Open Places Database” on [TechChrunch](http://techcrunch.com/2010/04/17/open-database-places/) but it seems nothing happened until then. Another yet better option is [OpenStreetMap](http://www.openstreetmap.org), an wikipedian style map of the world. The third option would be to use Google Maps and/or Google Places. **Private check in repository** Why check in using a service that keeps a repository of our data that we don't own/control? I don't want that. We will create repositories and check in services that store our records and we control what we share. The repository could be part of a diaspora* seed, a wordpress plugin or run on a google app engine account. The possibilities are endless. As I'll describe in the discovery and connect section, that tools could be used freely by everyone (including businesses without anyone seeing what the employees are doing. No man in the middle or public visibility). **Checkin Clients** Clients to check in could be web based services, smartphone clients, html5 based web apps or could even be built using twitter or other scenarios. I've created a mock up of a possible android client:   As you can see, the user is in full control of what is shared and who is able to view the data. Only friended seeds/users of your blogging community who are tagged “family” or “network” would be able to see your check in. The system uses tags to grant access rights to your check in records. The tagging should be part of the underlying infrastructure such as diaspora*. Client check in data would be transmitted using Json or XML and would contain access tags. Example:  There could also be your own tags to create special interest groups. And there could be a “public” group where posts would be visible without being friended. **Sharing, discovering and connect ** By using tags to classify check ins it would be possible to create individual views on your check in data. Examples: Private stuff: You could always tag your check ins with “family” so they would always know where you are. Work: Employees of a company could check in their work locations so their boss has a view where e.g. his sales force or service technicians are at the moment. But the boss wouldn't see private stuff (like he would do with services like foursquare right now) Network: going to a fair? Great. Tell your network that you'll be there. At an airport? Tell your network and let's see who else is there. [Update 2010-05-29] Emergency: someone I follow on twitter wrote that he is in search of a friend who has been brought to a hospital but he doesn't know which one. The system described above could be used as an emergency information system as well. Imagine an "emergency" group with only your closest relatives, girl-/boyfriend and maybe your boss. In case of an accident, the hospital could send a broadcast to all nodes/seeds with encrypted name, birthday and other available information plus the hospital location and the node in charge could take the information and send a notice only visible to members of the "emergency" group. **Conclusion** I hope that more information becomes available on the diaspora* project to get started soon. It can be done. We don't need the man in the middle to connect. Let's keep the logs and start to connect! Feel free to comment.
How to remove facebook "like" from your browsing experience
The facebook like buttons spread like cancer all over the web. To protect your privacy (like buttons help facebook to know your browser history, [info](http://blog.drinsama.de/erich/en/20100504-facebook-tracking-via-like.html), [more](http://anjakrieger.com/2010/04/26/facebook-like-button/) (german)), I've collected some tips on how to remove those buttons from your browsing experience using AdBlock, Proxies and other little helpers: **AdBlock for firefox** Add the following filter to your custom filters: "|http://www.facebook.com/plugins/like.php?*" (without the quotes) **Greasemonkey Userscript** http://userscripts.org/scripts/show/76037 Greasemonkey Userscripts turn into chrome extensions as well. **Chrome** _Hint on chrome: chrome does not [yet](http://forums.informaction.com/viewtopic.php?f=10&t=1676) support script removal or ad blocking. At the moment chrome only supports ad hiding_ http://blog.drinsama.de/erich/en/web/2010051501-how-to-block-facebook-like-in-chrome.html Using Adblock: Add the following to the Blacklist: CSS Selector: table[class="connect_widget_interactive_area"] Matching Domain: .* I'd appreciate any hints on other chrome solutions without having to run a proxy. Thanx! User of posterous? Because they didn't even asked users to opt-in and made like buttons the default, you should just quit using posterous. If you can't, here's how to remove them: http://blog.blackdogs.com/remove-facebook-like-button-from-your-postero Any hints/links for other browsers/services are highly appreciated!
Time to quit facebook (and other "social" networks)
Today I've erased all my private and identity data (memberships of formerly called fan pages and groups) from facebook. I've also removed the facebook "like" button from this blog. The next logic step will be to delete my facebook account ([link](https://ssl.facebook.com/help/contact.php?show_form=delete_account&__a=3)). And you should do the same. What's wrong with facebook? Nothing special. If it were not facebook it would be something else. There are two ways to operate/monetize a centralized web platform like facebook: 1. paid accounts 2. advertising and selling profile data/statistics Both have major shortages: 1. paid accounts won't scale that much. Users aren't willing to pay because they already pay for internet access 2. annoys users, may violate privacy and law Those two issues aren't even the biggest issue with facebook. With the introduction of the latest technologies like "universal like" or "open graph api" the whole open minded web is in danger. Imaging the following: you're logged in into facebook (or even worse: you have to be logged in to facebook to access certain sites of the web, what is already happening) and your private data and what you like on facebook is shared with third parties (like pandora or yelp). Your music preferences, what movies you liked and so on. More and more websites will use the information what you like from facebook. Every webpage is then fitted to your "likes" and preferences based on the pages you like on facebook. You won't be able to explore stuff, it's all waiting prepared for you. Maybe you'll find that useful. I'm afraid thinking about it. We will lose the ability to explore the formerly open internet on our own mind. In exchange we will get a close, vendor-optimized web where we are in a bad position. All we need to do is to click the "buy now" button. twitter isn't in a better situation right now. The only way to monetize/pay operation costs has been to introduce "promoted tweets". They will fail as well. Either people will leave twitter due too annoyance or smart people will find ways to filter promoted tweets (and people will find ways). The internet is becoming all about marketing and sales. The so called "social networks" the public now knows are not "social" networks. Those are becoming "marketing" and "targeting" networks more and more every day. And we provide all the information to fill their databases on your on. By own will. That's the dilemma of centralized networks/platforms. The only way to pay the operating costs and earn some money is to sell out. Smart people are already leaving facebook (like [here](http://www.rocket.ly/home/2010/4/26/top-ten-reasons-you-should-quit-facebook.html) and [there](http://www.wired.com/epicenter/2010/05/facebook-rogue/)) and look for new ways to create [open](http://www.kickstarter.com/projects/196017994/diaspora-the-personally-controlled-do-it-all-distr), [decentraliced](http://themineproject.org) or [commercial](http://www.tonido.com) alternatives. Both open source and commercial offerings have two things in common: they bet on decentralized, open infrastructures and respect individual rights and privacy. There are indeed huge technical and operational issues to overcome before a decentralized, open source and individual rights protecting social networking will become possible. But it will. Smart people are working hard to find ways already. facebook (and others) will fail.
Blackbird Pie
Here it goes, the embedded tweet from @twittermedia:
facebook is the AOL of Web2.0Tue May 04 20:49:50 via SeesmicMichael Pucher mpucher
Facebook recently, as in a couple of hours ago, released a bit of handy functionality that allows you to install a “Like” button on any webpage. Obviously, this has some pretty cool web traffic implications considering that it acts just like a Like button on Facebook (even looks the same). Anyhow,...
Concept: Inflight twitterwall
@mpucher proudly presents the concept of the "inflight twitterwall to eliminate dead wood containing yesterdays news during flights" Have you ever been bored by inflight "entertainment"? Or printed newspaper containing yesterdays news handed out at the gate? Here is my answer: the inflight twitterwall (Airbus A320):  The possibilities would be endless: - mayor news sources and bloggers on the opposite - sport events (Fifa(tm) Worldcup live scores during flights anyone? And NFL, NHL and the list goes on) - fun/jokes/Chuck Norris stuff - Live Flight information - Stock/Market information - Travel tips (smart advertising!) You could even create tabbed twitterwalls with rotation setups. Airlines could use social media to ask travelers which @twitter accounts they want to see during flights and thereby create more brand awareness in social networks.
twitter @anywhere test
Hello @mpucher
Yahoo to buy foursquare (4sq)?
The headline just showed up in my twitter stream: [Yahoo Considers Buying Foursquare For ~$100 Million](http://www.businessinsider.com/yahoo-considers-buying-foursquare-for-100-million-2010-4) I'm not quite sure about that rumor. The founders always said they don't wanna see something like dodgeball/google again and remain control on 4sq. Rumor or not, I think that would have the following consequences: - yahoo would probably rename 4sq into something that fits into their portal scheme - yahoo would hide it somewhere in the portal structure - yahoo would spam it's users with e-mails to join the service - early adopters will stop using 4sq (as they already do because 4sq lost it's spirit already) - 4sq simply fades away/gets obsolete/dies Thanks to 4sq for being the first mover. First mover isn't always an advantage. If there is a market others will follow soon, be smarter, don't make the mistakes you make etc. Until someones new enters the block, is smarter than they.... I enjoyed using 4sq until now. It was fun and made me meet lots of interesting and nice people. But at some point I have to admit it got boring. Checkin just to get badges or being mayor was funny for quite some time but if you get nothing more than badges/myorships it's simply boring. I'll quit my 4sq account pretty soon and you'll find me on [friendticker.com](http://de.beta.friendticker.com/users/mpucher) friendticker.com is "next-gen checkin rewards". Rewards have been in mind when the service was created.
Berlin - Frankfurter Tor
My social lending policy
Today I started using a peer to peer lending platform ([smava](http://www.smava.de)). Social Lending, peer-to-peer financing or micro credits became widely popular by Nobel Peace Price winner [Muhammad Yunus](http://en.wikipedia.org/wiki/Muhammad_Yunus). And it looks like it has a bright future (even in the developed world): _The dollar amount of peer-to-peer loans outstanding in the United States was $118 million in 2005 and $269 million in 2006, according to Celent, a Boston-based research and advisory firm that helps financial institutions develop business and technology strategies. Last year, peer-to-peer loans outstanding rose to $647 million; loans are expected to total $5.8 billion by 2010, the firm projected._ (Source: [How to Borrow from Peer-to-Peer Lending Sites](http://www.filife.com/stories/borrowing-from-p2p-lending)) Peer-to-Peer Lending is a Win-Win-Win. People who wouldn't get loan from a traditional bank or only at high interest rates are able to get a loan, the lenders get higher revenues than from traditional investments (except from stocks but with lower risk) and the service operator earns service fees. But should we invest in everything just to get some .25 per cent more in revenue? Where is the *social* part in funding someones new TV set? So here is my social lending policy for the developed world: **Bad** - no debt consolidation - no shopping/holiday trips - no new cars **Good** + investment in power saving equipment/renovation + investment in education (children/students) + investment in new business ideas + investment in self employment/startup financing Question to the platform/service operators: how can we check how the money is used in an anonymous environment? Please leave a comment and tell me what you think. Log in using twitter or facebook and I'll follow you/add you as a friend.
Berlin - New York
My worst customer experience: congstar DSL
Telecommunications and customer service: a never ending story? I'm a more or less happy DSL customer of low-budget Deutsche Telekom brand [congstar ](http://www.congstar.de) in Berlin. OK, maybe I'll just have to admit "you get what you pay for". But read on. On January, 9th (!) I decided to upgrade my bandwidth using the self-service web portal. Yes, I'm willing to pay more! Confirmation E-Mail. OK, we happy. Few days later, another E-Mail telling me "something is probably wrong and will take longer". OK, I'm patient... Two weeks later no status update, no call, not even a lousy E-Mail... I'll give them a call (on expensive service numbers). Hardly getting someone to speak to, the agent tells me "something is wrong and I should wait a week to hear from them". Why don't they just tell us what is wrong or simply admit that they have no clue? OK, I've been waiting. Nothing. Nada. No update, no call, not even a lousy e-mail. Remember "talk is cheap"? What is the strategy here? Don't move until the customer complains? Is that how they interpret "the customer is in control now"? Or have I just been lost in their mess? Dear congstar, I'll give you another call next week. If you're unable to provide me some interesting information, we'll no longer have what you call a "relation". #FAIL Regarding my first question: we've heard that so often. When will they wake up? What do you think? Please leave a comment!
Blog now with integrated Disqus
OK. A blog without comments/discussion makes no sense. So starting today [Disqus ](http://disqus.com) is integrated. I like disqus. I'll wirte about it later... Please leave a comment :)
Social CRM Best Practices - Part 4: the importance of the #FAIL tweet
Back in the days people complained about failed products or bad customer service but no further action took part. The best you could get was a letter to the editor in a newspaper or magazine. In todays world, those complaints are on twitter near real-time. And those complaints spread on social networks. So if you are the provider of the that given product or service you have luck that those tweets are most times marked as #FAIL. Back in the days you were not able to catch that information. I don't think we need an example here. We've all seen those tweets or even tweeted them ourself. The #FAIL tweet is considered by many as fun or noise (there are even [bots](http://twitter.com/rt_fail) and blogs that retweet all those #FAIL tweets). The #FAIL tweet even became pop culture: Beaker (from the Muppets) [fails](http://www.youtube.com/watch?v=EAtBki0PsC0) But there is real value in those #FAIL tweets. You should monitor those tweets (as already written [before](http://mpucher.tumblr.com/post/374021073/social-crm-best-practices-part-2-listen-to-your)) and turn them into the following opportunities: - provide direct help by interacting with the given user - ask yourself how you could eliminate the root cause (as described in the excellent book "The best service is no service" by Bill Price and David Jaffe from amazon.com) - product innovation and improvement So the steps to use the #FAIL tweets to improve your products or services would be: 1. Monitor and interact 2. Eliminate root causes 3. Spread the word on eliminated root causes and/or product innovation 4. Get happy customers 5. Profit :)
Social CRM Best Practices - Part 3: social sales collaboration
In todays post I write about something not available yet but in my mind will change the sales collaboration/crm market somehow. So for the **best practice** part, it's an outlook how things may evolve in that area. For the upcoming spring'10 release of the popular salesforce.com CRM solution salesforce announced something called "chatter". Please have a look at the demos first: [Overview](http://www.youtube.com/watch?v=puydh-ey_2k) [Sales Cloud](http://www.youtube.com/watch?v=YDKZ0SO3O7E) Until now **Social CRM** has been defined as getting social with your prospects/customers on facebook, twitter etc. Nobody talked about getting social inside your organization. Now, with the advent of salesforce chatter, getting social with your co-workers, sales, marketing and services teams/systems **and** prospects/customers becomes reality.  Most CRM systems today are either record-based (open one customer record at a given time) and navigate to all related data from there or they have been process-based, where one had to follow (more or less) complex process chains. Both styles had their problems: - in the first case, it's hard to get yourself an overview (360°-View anyone?). Apart from that, you won't get any information that someone is working on some record you don't monitor at the moment. How often do you hear the question "why didn't you ask me?" - for the second one, it depends on the area, where the system is used. If you hav a large call center with standard processes, it my be ok to have strict process chains. But in sales organizations (e.g. B2B capital-intensive goods) most sales people don't want fixed processes. They want support from systems but don't want to work through fixed processes. Now there is chatter. salesforce.com in combination with chatter brings both worlds together. You have a record based CRM with light processes and you have the social flow and status updates from co-workers, records, systems and even prospects/customers. chatter provides a social platform layer for salesforce:  Never miss a sale only because you didn't know someone is in touch with a prospect. No more E-Mails with "hey does anyone have information about project or customer XY?" - just ask your followers and/or follow the project and get status updates! The possibilities are [endless](http://www.salesforce.com/chatter/apps/). I can imagine chatter is big fun when set up properly. The next generation of workforce will demand something like chatter because they are used to it from their private life (facebook, twitter, Buzz, [insert the next big thing here]). For me, salesforce chatter will be a big hit. salesforce has once again pushed the limit. Others need to follow soon. I'm looking forward meeting the salesforce people at [Cloudforce](https://www.salesforce.com/de/events/details/a1x300000004CnmAAE.jsp?d=70130000000EzbD) in Frankfurt, Germany at March 23. to "chat" about chatter :) Hopefully chatter will be available on my development account by then!
