I will happily admit that I am not one of these technology guys who hangs out exclusively with other technology guys. I’m more likely to hang out with people in other industries – my best friends’ jobs include graphic designer, race car body fabricator, Range Rover mechanic, senior assisted living facility manager and, yes, a … Continue reading »
Posted in June 2011 …
The Hazard of Buying CRM from Vendors Who Don’t Believe in CRM
I’ve devoted a lot of ink – well, I guess in this age, a lot of electrons – to the idea that there’s a difference between a CRM company and a CRM vendor (Here’s an example – from CRM Buyer). The distinction I draw is this: a CRM company embraces the concepts of the discipline of … Continue reading »
Relationships aren’t just for your CRM
We all know that our CRM systems contain all the relationship information about who you are dealing with, what actvities you have done to date with them, what communications have been made between your organisation and theirs, as well as how they connect and relate to other individuals’ records within your CRM system. But relationships … Continue reading »
Mobile CRM, profit motives and vendor realities
I will admit it: I was a smart phone late adopter. Part of it was that, as a reporter, I had spent years – literally – on the phone; it’s still perhaps the reporter’s greatest tool. The last thing I wanted was to get calls after a long day of phoning, reporting and writing. But … Continue reading »
SugarCRM Useful Tip – Summary View
Have you ever wanted to see a concise view of all correspondence you have had with a particular Lead, Contact, Account, Quote (Professional and Enterprise Only), Opportunity, Project, Case etc. without having to click into each call, email, meeting? Go to the relevant record and at the top of the History panel you will find … Continue reading »
How the mechanics of human memory increase the impact of social media-driven service
I caught the tail end of a Tweet chat today about social customer service return on investment, and it made me think of something I heard in a talk by a professor of psychology from Harvard University three years ago. I know that sentence probably reads like the pinnacle of social media twerpiness, but bear … Continue reading »
Contentment: the Arch Enemy of Social CRM
Yesterday, comedian Steve Coogan (“Tropic Thunder,” “The Other Guys,” “24-Hour Party People” and many other things) was a guest on the National Public Radio show “Fresh Air.” At the end of the interview he was asked if it was true that comedians were really sad, insecure people when they weren’t “on.” Of course, he denied … Continue reading »
Guest blogger Jacob Morgan: Social CRM is More Than Selling
Editor’s note: “The CRM Outsiders” can’t, by definition, be limited to people within a certain clique, or even within a certain company – and since that company (SugarCRM) is committed to being open, it’s only natural that the Outsiders be open as well. That means different voices. We’ll have guest bloggers regularly in this space, … Continue reading »
CRM – The Corporate Teenager
Customer Relationship Management – it’s a phrase we’ve all heard (why else would you be looking at this site if you hadn’t?), yet do we ever stop to consider its construction or true meaning? For example, which word should take precedence? Merely by its name it would appear that the ‘Customer‘ is the primary focus, … Continue reading »
