I just finished reading Paul Greenberg’s excerpted chapter from his latest version of his book CRM at the Speed of Light, which is on customer experience mapping and related issues. Great stuff, thanks Paul for giving us a sneak peek at the book – slowly but surely… The chapter is interesting because it covers an … Continue reading »
Posted in June 2009 …
Riding the Google Wave
I’ve always viewed Google as something of a dark horse in the CRM/enterprise software space, but a conversation I had over the weekend with somebody familiar with the software market over Google’s latest announcement underlined those thoughts. A week ago, Google announced Wave, which its intending to create an open ecosystem for communication and collaboration … Continue reading »
Twitter Verified Accounts: Promoting Authenticity or a Revenue Stream?
Many of us observing the Twitter phenomenon from the sidelines are probably all watching with the same question: Where will the money come from? Twitter has created a beta for what it is calling “Verified Accounts” – essentially hoping to insure followers that the person they are following is actually the person they say they … Continue reading »
Social Networks’ Eventual Fallout on Knowledge Management Systems
I spoke with a customer today that provided some insight on the impact that they see social networking data having on knowledge management systems. Just like Web 2.0 is bringing bi-directional communications back to the customer interaction, I see the same happening with knowledge management. Rather than taking a “top-down” approach with online demos or … Continue reading »
Corporate Voice is Just as Important as Customer Voice (in the 2.0 World)
I was editing some webcasts, and reading some blog fodder when a couple things converged in my head. With all this talk of “customer dialogs” and listening to customer voices – how much time is spent actually honing the social media voice of the companies engaging in that dialog? There are a lot of issues … Continue reading »
SugarCRM’s Module Builder in Action: Blog Tracking Module
The writers of Open Source CRM Guru know their stuff, and if you haven’t checked out the blog, you really should be following it. These guys exhibit the ultimate spirit of open CRM – taking its flexibility and potential to the limit. Very cool customizations and integrations are featured throughout. The latest post on SugarCRM … Continue reading »
Social Media and CRM: Two Sides of the Same Coin, Part II
I recently blogged about how social media and CRM are two sides of the same coin, and that, in many ways CRM was the world’s first social networking tool. I mention this because I recently came across this blog by Michael Fauscette, an analyst and consultant with IDC, about the social enterprise maturity model…so to … Continue reading »
Using the Government Stimulus as a Cold Calling Entry Point
I’d love to hear if anyone else has experienced this yet… Our VP of Marketing forwarded me a voice mail from a cold call essentially saying that they were calling with interest in SugarCRM “from the federal government” regarding spending stimulus money on CRM packages and wanted to let us know more about the opportunity… … Continue reading »
Gartner’s “Low Cost CRM Strategies” Somehow Misses Open Source
I was just catching up on my blogroll and Google alerts after a trip back east. And this article over at SearchCRM jumped out at me, for obvious reasons. It’s called “Gartner Offers Five Low Cost CRM Strategies” and includes some advice fro a recent report by Gartner analyst Scott Nelson. Once you look through … Continue reading »
Another Cloud Player…Let the Showdown Begin
Verizon has become the latest combatant in the cloud computing wars, as the company announced Computing as a Service offering today. Among the different aspects accompanying the announcement, I liked Verizon’s approach to tackling some of the issues arising around hosted clouds versus virtual environments, by building provisioning engines that give the customer control of … Continue reading »
