Posted in CRM on Dec 30th, 2008 No Comments »
I read that over the holidays that retailers are taking all sorts of measures to appease consumers’ demands for good deals, including allowing customer to haggle prices down.
The situation is giving consumers the upper hand, but from a CRM perspective, the fallout could also be detrimental to retailers that are adopting on-the-spot pricing policies, as […]
Posted in CRM on Dec 29th, 2008 No Comments »
Sprint has recently announced that due to decreasing calls to its customer service lines, the company will close a number of its call centers. During these tough economic times, I can’t help but find Sprint’s announcements ironic.
What I found even more ironic was the fact that Sprint’s CIO was quoted in this article as saying […]
Posted in CRM on Dec 23rd, 2008 No Comments »
I took note that Martin’s last blog about catalogs received quite a bit of attention from readers; it seems most of whom disagreed with his commentary about retailers severely limiting, if not outright cancelling, their catalog-based selling efforts.
I think the answer falls somewhere in the middle, and represents generational CRM, which is becoming more and […]
Posted in CRM, web 2.0 on Dec 22nd, 2008 No Comments »
The always erudite Denis Pombriant of Beagle Research posted some great thoughts in his post last week, outlining some of the major trends we saw in 2008 and what we can expect to see in 2009.
In addition to some of the obvious, such as software-as-a-service and platform-based CRM solutions, I was particularly tweaked by Pombriant’s […]
Posted in Uncategorized on Dec 19th, 2008 No Comments »
Because it’s a Friday, and to end our blogging for 2008 (at least consistently. I’ll be blogging on and off throughout the holidays), I’ve decided to end on a slightly lighter note.
Fresh off my blog from yesterday about CRM and airline travel, I saw the U.S. Federal Aviation Association has given the green light to […]
Posted in CRM, Random on Dec 19th, 2008 3 Comments »
We live in an online world…so I was surprised that when I went our for my weekly checking of my mailbox (yes, weekly, like I said - online world), about 50 catalogs slipped out of the box to the ground…Ugh.
I don’t know a single person that is still ordering out of catalogs…e-commerce has pretty much […]
Posted in Uncategorized on Dec 19th, 2008 No Comments »
My latest podcast is up and available at SugarForge.org. This installment covers my recent rantings over the cool new Cloud Connectors features in the latest Sugar release…enjoy…
Posted in CRM on Dec 18th, 2008 1 Comment »
This isn’t the first time Martin and I have blogged before about the airlines, as airline travel usually provides a catalyst through which others within the CRM profession can learn from. Last week proved no different, as I flew to our Cupertino offices for business and for Sugar’s annual Christmas party. Being a Continental OnePass […]
Posted in Open Source, SaaS on Dec 18th, 2008 No Comments »
Matt Aslett made an awesome post on the 451 Group’s CAOS Theory blog called “Open Source 2008 in Pictures” with some great graphs that explain some of his key points made in the blog all year.
I especially liked this one - showing that “open source” as just a concept is not a business model. The […]
Posted in CRM, SaaS, cloud computing, social media on Dec 17th, 2008 1 Comment »
I just got off the phone with a customer that will be presenting at SugarCon 2009. We were talking about Sugar On-Demand, the pros and cons associated with SaaS/cloud computing, and the economy when this director of IT made a very interesting point: cutting costs by skipping product upgrades and turning to cloud computing.
Given the […]
