Posted in August 2009

Early Adopters Are Not Always Early Experts

Special thanks to co-social media maven and SugarCRM associate Mitch Lieberman for pointing me to this interesting blog post via Twitter, of course. The post talks about how many people, simply by virtue of having a Twitter account, are claiming to be social media experts. There has been a groundswell of “consultants” and other types … Continue reading

Open Source on Display put together a great synopsis of the best 40 open source products they see being leveraged in the IT market today. But what impresses me is the level of penetration that open source has made across the entire IT spectrum in database, middleware, applications and others. Everything from desktop management and OSS systems to … Continue reading

CRM Evolution: Platforms On Display

In speaking with prospecting customers and partners at CRM Evolution 2009, it’s never been more apparent to me that the days of large CRM/ERP/SCM suite deployments are steadily coming to an end. Nearly every prospect, both large, name-brand enterprises down to small businesses that we spoke to were looking to purchase a CRM application and … Continue reading

CRM Evolution Conference Recap

Collecting my thoughts on the CRM Evolution conference, I’d say the most interesting thing is seeing more and more people approach me about getting their products integrated with Sugar. This included a lot of the SpeechTek participants. More and more, Sugar is being seen as a great agent desktop or supporting platform for call center … Continue reading

How Can SMBs Drive Value From Social Media?

 /* Style Definitions */  table.MsoNormalTable  {mso-style-name:”Table Normal”;  mso-tstyle-rowband-size:0;  mso-tstyle-colband-size:0;  mso-style-noshow:yes;  mso-style-parent:””;  mso-padding-alt:0in 5.4pt 0in 5.4pt;  mso-para-margin:0in;  mso-para-margin-bottom:.0001pt;  mso-pagination:widow-orphan;  font-size:10.0pt;  font-family:”Times New Roman”;  mso-ansi-language:#0400;  mso-fareast-language:#0400;  mso-bidi-language:#0400;} This week while attending CRM Evolution – which once again surpassed all expectations – I had the pleasure of sitting down with TheaterMania, a New-York based Sugar Professional customer that’s … Continue reading

CRM Evolution Tweet Recap

So, it’s been a busy day one here at the CRM Evolution event…rather than recap my day in long prose, I thought I’d list out my Tweets from the day.  I azttended a few great sessions, one by David Raab around Marketing Automation Best Practices, and One by Clint Oram, co-founder an VP of Products … Continue reading

Social CRM and the Value of Customer Loyalty

I have a million thoughts running around my head after reading Paul Greenberg’s excellent in depth scathing review of the customer engagement failures of United Airlines. Many of us fly a lot in our lives – so the airline example is an easy target to hit home for most of us. But the core tenets … Continue reading

Social Networking and Customer Service: What’s the Real Value?

I meet up with some former colleagues last night who are now both analysts at Datamonitor covering the contact center space. We had an interesting conversation about social media’s impact, or perhaps, indirect impact on customer service. By that I mean much of the “social” functionality you see vendors imbedding within CRM systems are really … Continue reading