I just wanted to thank my associate Mitch Lieberman publicly – since he has helped me to filter through the Twitterverse (is that a common term yet?) – finding meaning in a sea of 140-character rants. Mitch turned me on to TweetDeck this morning, and it’s already helped me to see how Twitter can be … Continue reading »
Posted in March 2009 …
A Potential Evolution Curve From CRM 1.0 to 2.0?
There has been a lot of healthy debate over the past week about the importance, or even the need, for CRM 2.0 capabilities in the grand scheme of things. As evidenced here, the debate ranges in perspectives – from those emphatically denying the value of CRM 2.0, to those that see it less of an … Continue reading »
How a Cell Phone Camera and One Upset Women Can Damage a Company’s Image
Martin and I spend a lot of time talking about how Web 2.0, social networking, social media, etc., can assist companies in their CRM endeavors. Here, I’m sorry to say, is how Web 2.0 and social networking can potentially damage a company’s image. Cathay Pacific today issued a formal apology for the video that’s been … Continue reading »
More Clouds in the Sky…And That’s a Good Thing
I just saw over at Matt Asay’s blog that SourceForge has started to become a hosting provider for production environments and not just a download repository. This is a good thing. Like we have said all along, open source and the cloud are very much the same. They bring down barriers to entry for developers … Continue reading »
Underutilizing CRM During an Economic Downturn
Phone calls this week with customers and for sales references underscored a somewhat disturbing trend I’ve noticed within the CRM industry. Business simply aren’t using their CRM packages to the fullest. When the going gets tough, everybody is forced to dig a little deeper; CRM isn’t an exception. In the call center, Martin touched upon … Continue reading »
Followup to the Yelp! Debacle…Sort Of…
So, if Yelp is offering to hide some negative reviews, as claimed by a few online articles over the past couple of weeks, a pizzeria in San Francisco certainly never got that call – or chose to ignore it. The Consumerist blog has a great shot of t-shirts worn by Pizzeria Delfina employees in SF … Continue reading »
Open Health Records: When Google Does it, You Know You’re on to Something…
I have long been interested in the concept of open, portable health records for every citizen. It is a concept I was turned on to by Jose Lacal, a SugarCRM partner that is using Sugar’s Community Edition as a base for his OpenPHI initiative. Lacal’s vision is that everyone is entitled to have a full … Continue reading »
An Anecdote on CRM Decision Making
I had a great media brief this morning with a new upstart British online publication called Sales Pro. I like their model, because it is less about technology and more about enabling sales professionals to do their job better. People in this business too often forget that at the heart of CRM, there’s people. The … Continue reading »
Aussies Aren’t the Only Ones Confused by Cloud Computing and SaaS
After reading this itnews.com article, I feel safe in saying that I don’t think Aussies are the only ones confused by the definitions of cloud computing and SaaS. The biggest difference lies in control. By its nature, SaaS resides in the “cloud” and is thus a great first step towards cloud computing, but in traditional … Continue reading »
Retail and CRM Continued…Retail as a Greater CRM Bellweather
I was going to comment on Colin’s last post, but being the attention hog that I am, decided to make a new post instead… I have worked in and around retail for most of my life in various forms. As an employee of retail firms in high school selling overpriced records to teenagers; as a … Continue reading »
