This is just a small thought – as I have far too many ideas that are too big for a tweet and not really epic blog material. But looking at Michael Maoz’s recent blog post around customer service vs. social. He makes a great point: good service is a must-have goal of any company and … Continue reading »
Posted in July 2010 …
Remember, No One “Owns” a Relationship
I was going to continue the comment thread in Mitch’s last post on VRM but I think it warrants its own post. Mitch hints in the title about the “responsibility” for managing a relationship, and who has the most responsibility for a relationship. I think that whole line of thinking is flawed, for many reasons. … Continue reading »
VRM, Who Has Relationship Responsibility Anyway?
We have made it through the heatwave, but it is possible that this particular author has suffered some lasting effects of the heat. While CRMOutsiders is supposed to take an objective ‘Outside-in’ view point of CRM, writing a blog post about VRM – Vendor Relationship Management might be just pushing it a little too far, … Continue reading »
Twitter Escalation Proves the Need for Great Core CRM
I was having a bit of a bad day yesterday. My Comcast internet connectivity was spotty, and Webex had a blip and did not allow me to speak on a very well attended webcast I was hosting. After getting frustrated with these events – I did what any social media geek does when annoyed – … Continue reading »
Creepful – The Gray Area Between Insight and Knowing Too Much
Setting the Stage: You are doing some research, getting ready to purchase a new life insurance policy. The research starts slowly, you go to a few websites, figure you will register, maybe even give up your email address. It could be there was some bit of value offered, access to the interesting looking calculator that … Continue reading »
Leveraging Social Profiles vs. Social Selling
I have been swamped with Sugar 6 release stuff – and haven’t had a ton of time to blog or even get on Twitter to see what’s up. Thanks to both Mitch for always keeping the blog fresh with ideas and to Larry for a great guest post on SugarCRM and the nature of open … Continue reading »
Some Thoughts on Open – from SugarCRM CEO Larry Augustin
Outsiders Note: This is the first Outsiders post by SugarCRM CEO Larry Augustin. As Larry explains below – the immense buzz around SugarCRM’s landmark release of Sugar 6 revived some questions around SugarCRM’s role and influence as an open source company. With such a long and storied history in the open source movement, I thought … Continue reading »
The Socialization of IT – Part II
In Part I of this series (it was not a series before, but now that there is a Part II…) I started to dissect a research paper, highlighted by Irving Wladawsky-Berger, where he tackles the topic of “IT in the age of the Cloud”. Mr. Wladawsky-Berger references a study on The Future of Corporate IT … Continue reading »
The Socialization of IT
I know the subject line sounds kind of creepy. But, Co-conspirator Martin Schneider wrote a few weeks ago “What is ITs role in the Social CRM Revolution” and I could not help myself. Then, on this bright and sunny Monday morning, I see a post by Irving Wladawsky-Berger, where he tackles the topic of “IT … Continue reading »
Transparency Is A Characteristic, Not A Goal
I have been witnessing some strange things lately, not sure if you have noticed it too. For one, it is nearly 95 degrees outside, and I live in northern Vermont. I am not used to the heat; however the heat wave might be having a impact, making people do strange things. The strangeness I am … Continue reading »
