Laurence Buchanan wrote a great piece “Measuring the ROI of Social CRM“, one worth reading. In the article, Laurence brought back to the forefront a topic, also addressed earlier this year by Mike Boysen, “The ROI of CRM (and Social CRM).” While ROI traditionally stands for “Return on Investment”, as it should, I would like … Continue reading »
Posted in May 2010 …
A CRM Lesson Learned, from a Gardener
(note: This is Mitch’s first post as an actual “outsider.” Mitch left SugarCRM a couple weeks ago to pursue his passion for social media and helping others find their way though the web 2.0 maze. As Mitch strikes new ground on his own, I have invited him to share his thoughts and experiences here. Fortunately … Continue reading »
Does Social CRM Favor Your Worst Customers?
I was reading the Social CRM Pioneers Group on Google, owned and operated, if that is such a thing in the social media world, by the Altimeter Group’s Jeremiah Owyang (@jowyang). Jive Software’s Mike Fraietta (@MikeFraietta) made an interesting point in referring to Twitter’s dealing with some hacker issues which resulted in all users’ follower … Continue reading »
Friday Social CRM Thought – Access Controls, Firewalls and True Customer Enablement
This is one of those thoughts that I think we all feel – but rarely gets talked about from a vendor perspective. From a social CRM perspective, one of the biggest hurdles is not the “monitoring” or even the act of engaging with customers – we should be doing that regardless. Instead, where I see … Continue reading »
A Tale of Two Social CRM Cities: NYC and Atlanta
I checked the Twitter stream on Monday about 10am and it was a bit funny to watch the Sugarites messages come through. With the beginning of the world tour, people have begun scattering to 3 out of the 4 corners of the globe. Yeah, I know, the Earth is round, and all that, but with … Continue reading »
Sage to World: “Forget SaaS, Let’s Just do Cloud.”
I wanted to get a “Jump the Shark” type reference in the title of this post – but it didn’t make sense, and frankly is a pretty played out term. Anyway…Sage Software has just announced that they are going to make their applications available in the cloud on Amazon Web Services (AWS). Hmmmm… To me, … Continue reading »
