It seems like my Google alerts have been inundated with government/open source or government/CRM – related stories this past week, so I figured I’d add my two cents to the mix. Besides the recent rumblings online about the U.K. government, I also just received the March issue of CRM magazine, which ironically enough has a … Continue reading »
Posted in February 2009 …
CRM and Call Centers at Odds…Who Knew?
Most of us in the CRM world see the marriage between CRM software and call centers a happy one, I mean, where else do you really relate to customers (read: not prospects) but in the call center. And while call centers tend to be where customer interact with you at their most unhappy moments – … Continue reading »
Social Media and the Value of Authenticity
Like many enthusiasts of social technology, I understand the value placed on authenticity. After all, it wasn’t so long ago people were blasting the Wal-Mart sponsored bloggers for being corporate shills. See, in this new 2.0 world, while there is a high level of anonymity – there is also an expected level of authenticity. The … Continue reading »
PaaS: Building Custom Extensions vs. Altering the Architecture…There is a Difference
Making a CRM solution fit your business processes, and not visa versa, has been a cornerstone of CRM implementations for nearly 10 years. That said, I took note of Dave Rosenberg’s recent blog about the evolving nature of platform-as-a-service (PaaS) products and what business leaders should consider when shopping for a SaaS solution. The concept … Continue reading »
Online Personas: To Aggregate or Compartmentalize?
I just had an interesting talk with Sugar co-founder Clint Oram and Gartner analyst Jim Davies. We were talking about everything from next generation CRM/call center solutions, to SaaS in the call center, to the evolution of enterprise feedback and social networks. The final area sparked an interesting discussion. Jim made an interesting point that … Continue reading »
Ubuntu vs. Azure: Underscoring the Importance of Developers
I’ve been blogging a lot lately about cloud computing and the role developers will play in their ability to make these emerging platforms more consumable. So when I saw that Ubuntu announced this week that cloud computing will be a cornerstone of its next release in October, it caught my attention. Ubuntu makes a compelling … Continue reading »
Cloud Computing…a Different Take
I’ve received some interesting feedback to a blog I wrote last week about the commoditization of cloud computing. I’ve heard many refer to cloud computing as being similar to the concept of utilities, including Sun Microsystem’s CEO Jonathan Schwartz when he presented at SugarCon in 2008. Ala J.P. Morgan’s enduring business case study of transforming … Continue reading »
PaaS, Cloud Computing and Common Sense
I’ve been looking over the data surrounding the closing of business for platform-as-a-service (PaaS) provider Coghead, and its subsequent selling of assets to SAP. In a lot of ways, both sides of this event come as little surprise. Here’s why: While the cloud concept is going to open a lot of opportunities in general, it … Continue reading »
Ok, Maybe a Sugar Facebook Cloud Connector Makes Sense…
I have blogged before about how facebook may not be the first place businesses look when it comes to cloud-based CRM extensions. Maybe I am wrong. After all, it seems that Facebook is not really for the young anymore…
Blowing Up Tanks, the iStore and Making Money During a Recession
If there isn’t a better example of how opening up one’s business to community development can help buck the economy, than it’s Apple with the iStore. Ethan Nicholas has been receiving some attention online the past few days after the computer programmer lost his job and built a $2.99 game for the iPhone. You can … Continue reading »
