Posted in May 2012

Xactly takes aim on the lower end of the sophistication slope

By Chris Bucholtz CRM is critically important to businesses as they grow. I think we can all agree on that. But is it all there is to your customer-facing business software ecosystem? Like most things, the correct answer is “it depends,” which is a totally accurate and yet fully unsatisfying response. It depends on your … Continue reading

5 Compelling Reasons to Have a Team of Home Agents

Editor’s note: CRM and the contact center are often viewed as two different entities – one an aid for generating revenue, the other a cost center. One’s seen as new, the other as old. The reality is that the two are complimentary – poor contact center operations will nullify all the good CRM practices your … Continue reading

Hannants: the very model of a perfect apology

By Chris Bucholtz I’ve never seen a company so willing to apologize, and so quick to both fall on its own sword with customers and be completely transparent about issues that affect them, than Hannants, a hobby shop in the United Kingdom. It’s not like they make many mistakes. This is a pretty well-run business. … Continue reading

Choice, Control and Conferences: Why the UnCon is Here to Stay

(Editor’s note: I was the session chairman for SugarCon, and picking the right content was tough and nerve wracking. On the other hand, John Mertic organized our “UnCon” – and seemed much less stressed! CRM conferences are starting to attract a broader spectrum of attendees – ranging from those just dipping a toe in the … Continue reading

Letting the User Take Control

SugarCon spotlighted a kit of positive results that come from building an ecosystem, and by being part of an ecosystem. The most evident manifestation of that may have been the App Throwdown, in which six SugarCRM partners presented really neat new integrations – the kinds of things that made you sit up and think, “I … Continue reading