Blog

We’re Just Not That Into You: Sending the Right Message Over the Life of a Client Relationship

Last week, Sam Ford published a great article in Harvard Business Review blogs.  It could have been a fairly garden-variety rant about a bad customer service experience with the home improvement retailer Lowe's, but the author translated it beautifully into an analysis of four reasons why the experience went wrong. When I discussed...
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MEC-ing Towards Ecstasy

This week, I had fun (don't tell my bosses, but I get paid for this) facilitating a series of hands-on workshops for clients and prospects.  They are jointly sponsored by Microsoft and partners like my firm, and are designed to give attendees a hands-on experience with the latest wave of Microsoft technologies. They were once called...
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SharePoint Saturday Rhode Island Recap

I was honored to be selected to present at this weekend's (inaugural) SharePoint Saturday Rhode Island.  Organizers Jason Himmelstein, Chris McNulty, and Josh Cliff did yeoman's work in making it happen, the sponsors stepped up to fund it, and the speakers turned out and delivered a phenomenal day's worth of the best free SharePoint training.  Best...
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Five Stages of Microsoft Partnership

I spent some time with a colleague this week discussing how partners work with Microsoft, and it's a conversation I've had in many shapes and forms for almost 15 years with many Microsoft partners in partner briefings, conferences, advisory  boards, executive round tables, and other less formal venues (ie/eg, over beers).  Having built much of...
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When Your IT Project Is Doomed to Fail

There is an old saying in golf that every golf bet is won or lost on the first tee.  For those of you who are non-golfers, non-bettors, or both, the first tee is where golfers' handicaps are discussed/negotiated and where they establish the number of strokes the better players will "give" the other players to...
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Fenway Magic and Turning Around a Team

The Red Sox are inspiring people all over New England and beyond.  Consistently high performance, a team ethos we haven't seen at Fenway in years, gut-wrenching late-inning drama, and a genuine personality (see also: #fearthebeard) have made them compelling to watch, especially when one considers the well-documented depths to which they fell in 2012, and that only six...
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