Black Swans and Blue Birds

I just finished reading The Black Swan, a book that has been on my list since it came out in 2007, and I highly recommend it, though it is not easy reading. There is a great deal of set up before you get to the whole point of the book in the last 50 pages. The Black Swan is about uncertainty in the real world, and the subtitle explains it all: “The Impact of the Highly Improbable.” It’s something that I can see affecting CRM and its users on many levels. Highly improbable things happen frequently, and they have deep and unpredictable impacts on our world.