A holiday idea: practicing the business of kindness (BBC-style)

While running around doing Christmas shopping, I happened to hear an episode of the BBC’s “Global Business” on the local NPR station. It was about what they called “the Business of Kindness.” What they really were talking about was the idea of building relationships with customers, with suppliers – with all the people one does … Continue reading

6 ways to screw up with social CRM

By Chris Bucholtz Some things are more digestible in numbered groups: the five stages of grief, the 12 days of Christmas, the seven habits of highly effective people, the four horsemen of the apocalypse. Here’s one for you: the six ways people screw up social CRM. That’s not just a random grouping I came up … Continue reading

CRM’s Forgotten Features: Reminders

By Chris Bucholtz (Editor’s note: this is the fifth and final entry in our series on features in CRM that can expand your ROI – but which frequently go forgotten or ignored. Parts 1, 2 and 3 can be found here, here, here and here. Now, we say final – but if you think you have another feature that … Continue reading

CRM’s Forgotten Features: Web-to-Lead Forms

By Chris Bucholtz (Here’s number four in our five-part series on features in CRM that can expand your ROI – but which frequently go forgotten or ignored. Parts 1, 2 and 3 can be found here, here and here.) When many first-time users envision CRM, many of them see this: a system that allows them … Continue reading

Curing Pain Points in CRM Requires a Diagnosis First, then Treatment

By Chris Bucholtz I learned long ago that, for businesses to make significant changes or significant investments, it requires significant pain. I learned this while covering the telecommunications industry, a collection of enormous corporations that saw change as an opponent of revenue. Back in the 1990s – around 1996, and the signing of the Telecommunications … Continue reading