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The Little Things that Serve: A New (Ongoing) Series

I spend a lot of time analyzing enterprise applications, ripping apart and putting together strategies and programs that are customer-facing on their surface. I spend a lot of time looking at the broad brush strokes and the big picture; at the...

Posted March 19, 2012    

CRM Idol 2011 Update #2: We're Crankin' Now!

In case you need the full monty as CRM 2011 keeps rollin': here are the two links to the oh so passé past.The original rules and contest ideas, judges and prizes.Update #1Now here are the latest updates:Additions to the JudgesLets give a big round...

Posted May 4, 2011    

CRM Idol 2011: The Open Season

Okay, everyone this is the big one. CRM Idol 2011: The Open Season is here and we’re ready to take your companies and find out which one of you in the Americas and which one of you in EMEA is not the next CRM Idol but the FIRST CRM Idol. The Idea...

Posted April 25, 2011    

CRM Idol 2011: The Open Season

Okay, everyone this is the big one. CRM Idol 2011: The Open Season is here and we’re ready to take your companies and find out which one of you in the Americas and which one of you in EMEA is not the next CRM Idol but the FIRST CRM Idol.The IdeaMost...

Posted April 25, 2011    

Dissecting the Man Purse - A Real Life Customer Experience Map

For many years, I've been been a customer, nay, an advocate of a company out of San Francisco, called Waterfield Designs. They sell things like cases and messenger bags and vertical messenger bags a.k.a. man purses. They are super-stylish,...

Posted May 14, 2010    

Thank You Beyond Anything CRM

Every now and then, something strikes me rather deeply - deeply enough to emit an outright gasp of an unshaped, almost unrecognizable emotion. Some times it's flash of insight into a problem or idea I've been wrestling with for a long time....

Posted May 6, 2010    

Customer Ownership: Relationship? Conversation?

Simply Put.  SCRM is not VRM. Simple Being the Operative Principle. This is meant to be a simple post.  Flat out, I want to say that there is a difference between “ the customer's control of the conversation” and “...

Posted April 21, 2010    

Aggregating Some Random Pieces: The Social CRM Industry

I was going to do this long post about something but I decided instead to accumulate a few things in a shorter format and lay them out to you.  They are both industry driven and highly personal. So here we go: STOP Stop the Vendors-as-a-Class...

Posted March 9, 2010    

Human Interactions and the Rise of Social Characteristics in Software

Those of you who have read the 4th edition of CRM at the Speed of Light know that I've taken Thomas Vander Wal's brilliant “Social Stack” concept, and added “context” as a characteristic to it. I'm increasingly convinced that...

Posted February 4, 2010    

Jive, Portland, and RetroChic

Every now and then I start thinking about things that may not fall within the formal purview of Social CRM or enterprise software. But what makes Social CRM such an interesting field is the width and breadth of scope that those of us involved in it...

Posted January 31, 2010    

Okay Here Goes CRM Forecast 2010 PART II

I'd go over to ZDNet for Part I of this forecast (released at the exact same time as this one) if you want to read the intro, the Latin American 2010 Forecast from Jesus Hoyos and the first five... The award winning, edgiest CRM blog on the planet...

Posted December 21, 2009    

SAP Business Influencers Summit 2009 - Attempts at Live Blogging

I'm going to attempt to live blog this to some degree because I can't tweet due to really bad wifi and a dead power strip too. More on my gripes later. Jim Snabe, for Product Strategy (Jim Snabe is an SAP Board member) (8:50am) SAP is focusing...

Posted December 14, 2009    

SAP Business Influencers Summit - Technology Strategy Dr. Vishal Sikka (SAP Labs)

SAP Business Influencers Summit - Technology Strategy Dr. Vishal Sikka (SAP Labs) Dr. Sikka begins by talking about what SAP is calling "Timeless software" First up, In Memory Computing THe idea is to incorporate column stores in main...

Posted December 8, 2009    

Chatting (Not Chattering) About Salesforce - Part II

(This is a continuation of the analysis of what salesforce.com announced at Dreamforce 2009 last week that I started on ZDNet. If I were you, I'd go to ZDNet and read that first and then click on over to here to read the remainder of the article. I'...

Posted November 27, 2009    

Competing in the Social Customer's World - Getting Hotter

When I wrote the margin of utility a few weeks ago, that was only one of a series of posts that I want to present to y'all on "how to engage customers." I think, regardless of what we want to call it, we're all in agreement that since customers are...

Posted November 23, 2009    

Savvy From The Beginning: Application of SocMed Starts Young - Yes It Does

Metaphors and stories are powerful things - far better than numbers at showing how powerful human interactions can be and how much they impact the world at large - or sometimes in the small. When it comes to Social CRM, one thing that we've been...

Posted November 20, 2009    

Savvy From The Beginning: Application of SocMed Starts Young - Yes It Does

Metaphors and stories are powerful things - far better than numbers at showing how powerful human interactions can be and how much they impact the world at large - or sometimes in the small.When it comes to Social CRM, one thing that we've been...

Posted November 19, 2009    

Competing in the Social Customer's World - Getting Hotter

When I wrote the margin of utility a few weeks ago, that was only one of a series of posts that I want to present to y'all on "how to engage customers." I think, regardless of what we want to call it, we're all in agreement that since customers are...

Posted October 9, 2009    

Customer Experience, Recession - Fan Friendly?

 For the last few weeks, because I'm being asked SO frequently, what do you do to retain customers in a recession (or less ominously but no longer applicable, its cousin an economic downturn), I've been thinking a lot about it and in fact...

Posted February 12, 2009    

 
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