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JP Rangaswami
Works at Salesforce.com
Attended St Xavier's College
Lives in Windsor, Berkshire UK
6,828 followers|45,909 views
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It is only through adoption that we hear the tree of invention, of innovation, of disruption, make a sound as it falls
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JP Rangaswami

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Delighted to see what came in the post today. Perfect timing, I have a few days to listen to it properly 
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A pleasure. Thanks for taking the time to read it
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When you talk about companies starting to put the customer 1st and then returning to their previous behaviour - I understand your point but have always recognised that there are two theories which explain it  (for me), Chaos Theory and Regression to Mean.
Chaos theory tells us that small changes are amplified throughout the system until they cause a deviation from the intended destination. As you have many layers of hierarchy within an organisation, you increase the number of people who have to 'touch' a process or the process of change - this increases the number of possible small changes to the original intention which enables rapid and escalating changes. 
As these changes get captured and recognised as deviations from the original intention set down by those at the top, people try to recover to the original intention - they sweep the decks and start again, in doing so the easiest place to start from is where from where you started - the regression to mean ( a bastardised concept I grant you). 
So the company has gone through a lot of pain, the diffusion of responsibility means no-one learnt a good lesson only bad ones (if we should not do this because it did not work) and returned to what is familiar and works for those in the status quo.
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Have him in circles
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JP Rangaswami

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worth it for Milteau's harmonica alone. approve whole-heartedly. Thanks a lot. If John Mayall had played Long Time Gone it would have sounded like this....
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brackish calculators. calculaflotsam. hewlett packard wreckage strewn on the sea floor to explain a crazy commission scheme taken to its logical shipwrecked logical extension.
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People
Have him in circles
6,828 people
Work
Occupation
Accidental technologist
Employment
  • Salesforce.com
    Chief Scientist, 2010 - present
  • BT Group
    Chief Scientist, 2006 - 2010
  • Dresdner Kleinwort
    Global CIO, 1997 - 2006
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Windsor, Berkshire UK
Previously
London - Liverpool - Calcutta
Links
Contributor to
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Introduction
Passionate about things I care about. My family. My church and community. My work. Books. Sixties and early Seventies music. Food. Cooking it, eating it. Information. Its creation, curation and consumption. Chillies. Crosswords.
Bragging rights
Done most of the things I wanted to do as a fourteen-year-old. Happy and contented.
Education
  • St Xavier's College
    Economics, 1976 - 1979
  • St Xavier's Collegiate School
    1966 - 1975
Basic Information
Gender
Male
Relationship
Married
JP Rangaswami's +1's are the things they like, agree with, or want to recommend.
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YouTube - Salesforce's Benioff: What's Healing Our Society
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Create AccountSign In. Home. BrowseMoviesUpload. Hey there, this is not a commercial interruption. You're using an outdated browser, whi

Thinking about global villages – confused of calcutta
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Yesterday I spent some time thinking about how advances in transportation technologies affected the very fabric of village and town society,

Why customers are fundamentally unpredictable
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Born in 1957, raised as part of a liberal and progressive family in Calcutta, schooled by the Jesuits from 1965-66 to 1978-79: there is much

Why I'm excited about 2012
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I don't think I can remember a New Year's Day when I've been more excited about the year to come. Let's start with the political landscape.

Numbers of Mass Distraction: Part 2
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Some years ago, incensed by the jiggery-pokery of the "copyright industries", I wrote a post seeking to expose the way they went about makin

The Friday Question: 22 June 2012 – confused of calcutta
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Yes, I've been remiss. Being hospitalised does that to you. So it will take me a little time to catch up. Here's what should have been the F

The Friday Question: 1st June 2012
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 Name the odd one out and why.   Alan Fitzgerald Bruce Arnold Ulysses Lynch David Baines   Those of you who've been attempting the Friday

Musing lazily about filter bubbles
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 Life is getting more and more delicious every day. Today I learnt, via my Facebook feed, that "Apple's Siri thinks the Nokia Lumia 900 is t

Neil Young, David Agus and the Social Enterprise
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 Admit it. I had you with that headline. Have I finally flipped? What could possibly connect Neil Young and David Agus to the Social Enterpr

More on know-how and know-why versus know-what
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Thanks for all your comments and tweets re my earlier post. Some of you solved the "unGoogleAble" question. Others commented on what they'd

The Friday Question: 8 June 2012
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Continuing with my weekly series on questions for which you cannot google the answers. What one word connects the following: A place famous

careful you must be – confused of calcutta
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Twitter friend and HR/Talent guru Gautam Ghosh is known for his sense of humour; I had the chance to observe that close at hand when he call

“the best way to predict the future is to prevent it” – confused of calc...
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As a young man I'd come across Alan Kay's original comment “The best way to predict the future is to invent it”. And as you'd expect I loved

Designing for the social customer – confused of calcutta
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Last night I wrote, in the context of customers: They want to be treated like human beings, not account numbers. They want to know they can

The social customer – confused of calcutta
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His italics, not mine. The purpose of business is to create a customer. A customer. According to the Oxford English Dictionary, the noun “cu

Social is the plural of personal: Part 3 – confused of calcutta
confusedofcalcutta.com

[Note: This is the third in a series of posts I'm going to be writing on how "social" represents "personal" at scale. Right now I have no id

Social is the plural of personal: a continuation of yesterday’s post – c...
confusedofcalcutta.com

Why weren't the companies social? After all, business used to be social. People always bought from people, sold to people. They knew each ot

The plural of personal is social – confused of calcutta
confusedofcalcutta.com

There was a time in my life when everything I would consider “business” was also personal. As many of you may know, I was born in Calcutta n