Posted in CRM on May 30th, 2008 No Comments »
When Paul Greenberg gave some great talks at recent SugarCRM events, he talked about the power that the consumer’s voice holds in the web 2.0 era. He makes some nice examples of the “Dell Hell” fiasco and some other episodes where one person can cause a lot of trouble for a brand with a little […]
Posted in Uncategorized on May 29th, 2008 No Comments »
I do not think I am alone when I say that the real potential threats in the SaaS world, and even in the more generic web 2.0 world, are companies like Cisco, and to a lesser extent - WebEx. (Google, Facebook an Salesforce.com be damned)
I have mapped out my ideas on this topic in this […]
Posted in CRM on May 29th, 2008 No Comments »
Despite steady growth, a new study by AIIM on Enterprise 2.0 technologies concludes that businesses are struggling to understand its benefits, and thus, how best to leverage it as part of a cohesive business strategy/technology.
With nearly three out of four respondents stating they have only “vague familiarity” with 2.0 technology, it’s clear that this technology […]
Posted in CRM on May 28th, 2008 No Comments »
I just read an article on destinationCRM.com about the decline of quality in call centers over the last 10 years.
Why is this the case? I mean, if CRM products are getting simpler to use, and less expensive, the call center numbers should be on the upswing right?
Not necessarily.
As we all know, a CRM system is […]
Posted in CRM, Siebel/PeopleSoft/JD Edwards/Oracle, salesforce.com on May 28th, 2008 No Comments »
Joshua Greenbaum, a personnel favorite of mine, wrote a great blog today on some of the emerging trends we’re seeing in the CRM market today, particularly with Salesforce.com and CRM 2.0.
I’ve always been a big history buff, partially because I’m a dork when it comes to history but more because it provides perspective on what’s […]
Posted in Application Design, Open Source, SaaS, salesforce.com on May 27th, 2008 No Comments »
A former colleague of mine forwarded me a new report by McKinsey & Company outlining some of the emerging trends taking place within the SaaS market.
The report is loaded with information, including an estimate that the SaaS market will grow to more than $35 billion in the next five years. But in particular, the report […]
Posted in CRM, SaaS, SugarCRM, salesforce.com on May 27th, 2008 No Comments »
I had a great long holiday weekend - especially since over the last two days of it I got to see my Phillies score 35 (yes, 35) runs in two games…now, if they only had a crack reliever and setup man in their pen (oh, and if their starters were as solid on the mound […]
Posted in Application Design, CRM, SaaS, SugarCRM on May 23rd, 2008 No Comments »
I’ve come across some additional commentary on our recent release of Data Center Edition (DCE) that I thought highlighted some great points about SaaS’ continuing evolution.
As Timothy Hickernell, a senior analyst with Info-Tech Research Group has noted, in addition to giving our partners the ability to serve as a solutions provider, DCE will allow our […]
Posted in SaaS, SugarCRM on May 22nd, 2008 No Comments »
Before any release I’ve been part of for SugarCRM, I’ve wondered if people will get the message. I mean, I am a fast talking, ridiculous analogy-making east coaster…so, a lot of what I say can be lost in translation.
But the media and analysts I’ve been talking to this week around the DCE beta release have […]
Posted in CRM on May 22nd, 2008 No Comments »
I’ve always been a fan of businesses that put customer service first, and thus, understand the worth of customer lifetime value, but even I was taken back by this one.
Zappos, a Web-based retailer, is actually testing the commitment of their call center agents by offering them full compensation and a $1,000 bonus upon completion of […]
