1to1 UX

I just discovered the Customer Interaction Management Forum. It appears to be just a few weeks old - at least late July was when the press started talking about it.

I am not really sure what it is or what it is about, but with a tagline "Sharing best practices for an exceptional customer experience" and sponsorship by IBM, I felt obligated to join. (^: Their description:

Catching up on email on a Saturday morning, I see I missed this from a month ago:

Jeremy Zawodny is going to help direct marketers 'harness the buzz power of blogs' but what I find more interesting are the usability sessions on the DMA 05 conference program.

A few weeks ago, a local business TV segment, Business Now, re-ran their interview with "business intellectual" Martha Rogers. I missed the first airing in March, and since I had recommended they interview Martha, I really wanted to see it. I caught it this time: short but good. Watch the 3 minute video clip.

In the July 10 (2004) INSIDE 1to1 email newsletter, the lead article is about SAP and Siebel competing in the CRM software space.

One quote of note: "You cannot have a product that is too usable. CRM is hard. You have to think of the business outcome and make it a goal that is approachable and applicable to the people that have to use it."

Admin note: this was originally blogged in 2004 at my blogger.com account. I moved the entry here in 2006 and took that old blog down.

This is the first reference I have found in the "1to1 literature" specifically about the quality of the user experience: Timberland Blazes a Better User Experience Trail.

It mentions the importance of navigation and the web experience. Timberland was tracking (disappointing) sales and noticed that design issues were getting in the way. Do some user-centered design and sales climb. Makes sense to me!