Archive for June, 2008

The Customer’s Experience in the Face of Complexity

AT&T is my ex-telecommunications provider. Here is the story of how the complexity that this telecommunications giant has given itself and how they seem to hold the client responsible for this. We see this as a case study in how to push your clients from you in a rapid fashion. A lesson we have learned [...]

Multi-Select Picklists; The Pitfalls Revealed!

Beware the pitfalls of multi-select picklists (MSP) when designing or optimizing your salesforce.com database. The temptation is great to use MSPs, in so many places, I recommend fighting that temptation as much as is reasonable. Product Interest descriptions and products purchased by a client account are both fairly common uses for MSPs, in some cases [...]