Posted in September 2008

My Mom on CRM…

If I hadn’t come along a shining example of just how important the user interface of a CRM system is when it comes to end-user adoption, then last night was it. I went over to my parent’s house to have dinner with my mother, who as a 30-year veteran of working as a secretary, insurance … Continue reading

Redefining Customer Service Via Web 2.0

I saw on the news this morning that a women frustrated by a malfunctioning Dell computer said she found it nearly impossible to get the company’s customer service department to respond to her questions. The women’s frustrations got me thinking after a phone call today with a customer of SugarCRM that is currently in the … Continue reading

Android and CRM…Some Thoughts.

A lot of my more gadget-happy friends are more than excited about the G1 phone…they have been waiting, and waiting…and waiting some more for an actual consumer product based on Android. I think most of the hype or anticipation has been because for some, seeing Apple “fail” or get bested is something they want to … Continue reading

SaaS CRM Center of Excellence: IBM Gets It

I took note of this article on about IBM’s consulting arm opening a SaaS CRM Center of Excellence, assisting companies to understand how SaaS differs from traditional software-delivery models. Despite the overwhelming success of SaaS over the past few years, many companies are still missing the boat altogether on SaaS, failing to understand its … Continue reading

Ecommerce: Integrating Online With Offline

I came across new research today by Tealeaf detailing just how poor online customer service has gotten with retailers. Tealeaf’s annual Online Customer Experience survey found that 90 percent of consumer encounter difficulties with online transactions, prompting nearly half of consumers to ditch the transaction altogether. In an industry that now places so much emphasis … Continue reading