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Posts Tagged ‘Infographics’

In their book: ‘Smart Customers, Stupid Companies’, Bruce Kasanoff and Michael Hinshaw have this to say on CRM:

“…CRM doesn’t actually track relationships or experiences, it tracks transactions. As a result, CRM doesn’t take into account the customers’ views of the company, and doesn’t capture how these interactions make customers feel, much less what they want or need…”

“…It delivers an inside-out perspective that means the conclusions reached by companies about customer relationships are skewed, based on the interactions that occurred rather than the customer perceptions that resulted…”

“…While CRM can tell the company that two customers have the same set of interactions, it can’t tell which customer is delighted, and which feels trapped, upset, and may be actively bad-mouthing the company online. This is important information…”

Well said.

This three-rowed infographic below is produced in support of the above limitation of CRM:

The picture running from left to right vividly captures the sequence of interactions in a vanilla on-line buy.

The touchpoints used by the customer for the interactions mark the first row.

The second row shows the date-stamped dispassionate views of the interactions taken by the CRM.

And finally, the perception of the customer at the end of the interaction, unknown to CRM.

Intuitively, this kind of infographic could be enhanced and used vey effectively in very many situations, I thought. For starters, customer-centric communication: proposals, presentations…

Flowcharts, swim-lanes, sequence diagrams of UML and the like are hardly appropriate for the purpose.

I’m glad I found this one.

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Source: senseofthefuture.com

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Infographics = rainbow colors + square-feet of canvas +…?

Not always. Read on.

This infographic poster, originally created for 48 Hour Magazine, comes from a young San Francisco designer Joey Roth, now decorating many an office-wall. Roth sees it as: ‘…a hustler is someone who does equal amounts of working and talking, as opposed to a martyr, who only works, and a charlatan, who only talks…’

What would other types like a shirker…be on this scale? Should we add another dimension to the scale?

Here’s another one showing a disassembled AK47 bullet, where each piece represents a different part of his (any) design process. Though not as simple as the first.

Roth explains it thusly:

“Inspiration is represented by the primer,” he says. “A small explosion puts everything in motion.” Apparently, inspiration is a tricky business: “Obsession with your interests alone leads to unproductive fantasy, while obsession with capabilities alone leads to paralyzing fear. Inspiration ignites when you’re brutally honest about both.” The explosion from the primer is controlled by the shell casing, labeled as “discipline,” which “contains and directs your energy.”

Gunpowder represents the risks implicit in the design process. “When you start bringing an idea into the world, you don’t know how it will behave,” says Roth. “If the idea is worth anything, there’s no precedent. If you fear or try to mitigate this uncertainty, the inspiration will remain an idea.” The bullet tip? That’s humility. “Design your project to cut through apathy and reach those who will appreciate it, but realize that once it’s in the world, its success and failure are no longer yours. Temperature, dew point, and Earth’s rotation affect a bullet’s flight as much as the shooter’s intention.”

The next piece comes from an entirely different direction and domain. This is a perspective on how New Atheists are different from “Old” Atheists like Bertrand Russell, Sartre, Camus, and the like. They are more vocal (and connected as a single voice).

Does the infographic become dysfunctional when its import is in the eye of the beholder? Makes it a piece of art?

Will look around for more of this stuff.
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Credits: fastcodesign.com/, the primary source leading me to http://joeyroth.com/ and whyevolutionistrue.wordpress.com/.

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