Cruel dictator? Benevolent gatekeeper? Ignorant chump? All these words could describe your IT department’s stance to social media and how your organization drives business value out of the social revolution. Really, what is the ideal role for IT when it comes to adding social tools into the day-to-day life of sales, marketing and support agents? … Continue reading »
Filed under web 2.0 …
Salesforce.com’s Chatter and the Conundrum of B2B “Social” CRM
All the talk I’ve heard in the past couple of years around the social revolution and its pertaining to CRM is that all businesses need to become more customer-centric. This means a new level of transparency both inside your organization, and between the company and its customers. I don’t think anyone would disagree with these … Continue reading »
Social Data: What Defines It? And, Who Owns it?
Yesterday’s Salesforce.com/Jigsaw announcement got me thinking, and it certainly had a lot of us internally thinking. But, truth be told, the kind of data services story (and the implications of data ownership in a social/cloud world) behind the Jigsaw deal has been on the minds of us social CRM thinking types for some time. In … Continue reading »
Salesforce.com and Jigsaw: One Half of a Good Idea
I think I would have preferred to call this one 1/100000000000th of a good idea…but it was less catchy. Today Salesforce.com announced it will acquire business contacts data service Jigsaw for $142m. The move leaves Salesforce.com with the ability to pre-load CRM accounts with data – OR – which is more likely, charge a premium … Continue reading »
Social CRM: “Companies” Vs. “Groups of Individuals”
One of the interesting things that popped out at me at SugarCon last week was just how well-received the social CRM track was for a company that is not necessarily selling social CRM tools per se. But from my interactions with attendees, their interest was less about buying a big social software concept, than it … Continue reading »
SugarCon Speaker Spotlight: MindTouch CEO Aaron Fulkerson
CRM takes on many faces, and encompasses a lot of different technologies. We would be ridiculously arrogant, and wrong, to assume that our solution was the only way to manage a CRM initiative. When at the optimal stage, CRM systems are hitting on all cylinders by not being one piece of technology but rather many … Continue reading »
When is an Interaction a Social Interaction?
In two and a half short weeks I want to explore this topic in person, with as many of you that care to join me. SugarCRM is holding its annual customer, developer and partner conference, April 12-14, in San Francisco. The venue is the cool Palace Hotel. It is going to be a great event, … Continue reading »
Social Networks, and the Expectations Around “Free” Content and Platforms
I am writing from our CRM Acceleration event in Atlanta, put on by our good friends and partners Levementum. The audience has been awesome, and I’ve had some very interesting conversations around where some very big companies here are looking to go with Sugar as a platform. Always great to be in front of customers. … Continue reading »
Things I Think I Know About Social CRM…
It is amazing how quickly the marketplace around “social” fragmented into different focus areas. I guess this is to be expected. I mean, the nature of social media is pretty darn fragmented as it is. So it follows suit that the supporting market break off into several directions. I have had a lot of mildly … Continue reading »
It’s a 2.0 World Out There – For Data Quality at Least
Well, maybe the title is a bit misleading. The title of this post describes the results of my monthly poll for February (on hiatus this month as I’ll be primarily be using all of my social media mettle to get as many of my analyst, press, users, parts etc. in my universe to come together … Continue reading »
