What is LDAP?
LDAP, Lightweight Directory Access Protocol, is an Internet protocol that email and other programs use to look up information from a server. Every email program has a personal address book, but how…
Differences Between Boss and Leader
BOSS LEADER Drives employees Coaches employees Depends on authority Depends on goodwill Inspires fear Generates enthusiasm Says “I” Says “we” Places blame for the breakdown Fixes the breakdown Knows how it is…
The Management Team
Very few company founders start out with management experience, so they tend to make it up as they go along. Sometimes they try to reinvent management from first principles. More often than…
How a RACI Matrix Can Help Your Project Succeed
Do any of these statements sound familiar to you? If so, a RACI matrix for your project might be overdue. ‘My primary stakeholder approved all of the requirements, but now the project…
Employees Leave Managers, Not Companies
Today I found out one of my good friends left their position at a well known technology company that many people would “kill” to work for. I asked him why he left,…
Getting Your Résumé Read
I’ve been going through a big pile of applications for the summer internship positions at Fog Creek Software, and, I don’t know how to say this, some of them are really, really…
How Social Media Is Changing CRM
It’s big news these days for tech watchers: CRM software stalwarts are rapidly acquiring startups that enable businesses to manage the increasing number and variety of social media platforms better. In May,…
Customer Service: 5 Rules for Handling Complaints
The Internet gives angry customers a megaphone; even one angry one can do a lot of damage. Here’s how to defend your company and defuse a crisis. While the Internet has made…
Loyalty programs good, but customer service must lead
To ensure they thrive in a struggling market, companies everywhere are experimenting with a whirlwind of loyalty programs that allow them to track and gather feedback from existing and new customers. As…