Technology doesn’t hold people accountable. People hold people accountable.
—SAM SILVERSTEIN, AUTHOR OF NO MORE EXCUSES
Before you get all excited about the app of the month, I would like you to remember this one statement: Technology is a solution to a problem, not a problem looking for a solution. I’m always reluctant to recommend any specific technology, for five reasons:
1. I don’t know yet who your customers are or their communication preferences.
2. I don’t know yet know the skill sets of their team.
3. I don’t yet understand your team’s fundamental beliefs about ...