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Ted Goff Explains Customer Service Nothing exposes you more viscerally to great or lousy customer service than what you experience on a long-planned and much-needed vacation. And when you’re paying the bill, with your precious free time and money, all your senses are on full alert for any delta between what you need […] [I wrote this post in June, 2010, just when Al and Tipper Gore had announced their separation mid-2010, at a time when true SaaS InFullBloom was in its infancy. I was spending a ton of time with a wide range of vendors, some licensees of my “Starter Kit,” working hard on the next generation […] [I published a post addressing this topic right after I launched my blog 11/9/2009, and I never expected to address this topic again. Surely by now, I would have thought that we’d have broad agreement on how to measure the impact of HRM on business outcomes. But I had few readers in the beginning, […] There But For The Grace Of G-d Go Any One Of Us Dear Sir/Madam, We may not have met, but I’ve got your back. I’m on your side when it comes to using effective HRM practices and business rules to drive improved business outcomes in your organization. I know how hard it […] In my last post, I told some all too typical business stories in which it was easy to recognize, in situ, really bad HRM policies and practices, HRM service delivery and HR technology use. Every manager has their own favorite such tales of woe, and my HR practitioner colleagues are awash in the fallout from […] Clowns To The Left Of Us, Jokers To The Right Of Us… I’ve been collecting stories for years. Family stories, stories about friends, about trips Ron and I have made, about colleagues and others with whom I’ve crossed paths professionally, about the highlights and lowlights (and lowlives) in my personal and professional lives. Now, […] In my first post in this series on learnings from my Q1 vendor briefings/demos, I wrote about the implications of HRM software and services vendor ambitions for buyers and, more generally, for the industry. In my second post in this series, I covered a wide range of changes in the context within which these vendors […] HR Is A Dominated By Women But Led By Men I had planned to write this last September, so let’s just pretend that I did rather than wondering why I didn’t. It’s a critically important topic, and I hope that you’ll listen to the whole linked replay of the underlying discussion. We’re […] Of the many reasons cited for outsourcing one or more HRM business processes as well as for making investments in HRM software, none is more susceptible to marketing hype than that outsourcing providers and software vendors deliver “best” practices in HRM. The best HRM software, “out of the box,” may certainly deliver some good practices […] Regent Seven Seas Mariner Underway The first part of this post was a personal report on our recent travels. In this second part, I want to share what I learned about our industry’s “best” practices along the way. More specifically, I want to describe some of the HRM practices that Regent Seven Seas […] |
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