Posted in social CRM, social media, SugarCRM, twitter, web 2.0 on Aug 31st, 2009 3 Comments »
Special thanks to co-social media maven and SugarCRM associate Mitch Lieberman for pointing me to this interesting blog post via Twitter, of course. The post talks about how many people, simply by virtue of having a Twitter account, are claiming to be social media experts. There has been a groundswell of “consultants” and other types [...]
Posted in Call Center, CRM, social CRM, social media, SugarCRM on Aug 31st, 2009 2 Comments »
Paul Greenberg, who gave an interesting keynote at CRM Evolution last week, was nice enough to make his keynote slides available to all. I love how open source concepts are everywhere these days. But looking over these again, an interesting question popped into my head. As Paul’s slides paint a picture around convergence of CRM, [...]
Posted in Open Source, SugarCRM on Aug 31st, 2009 No Comments »
InfoWorld.com put together a great synopsis of the best 40 open source products they see being leveraged in the IT market today. But what impresses me is the level of penetration that open source has made across the entire IT spectrum in database, middleware, applications and others. Everything from desktop management and OSS systems to [...]
Posted in Application Design, cloud computing, CRM, Open Source on Aug 28th, 2009 1 Comment »
In speaking with prospecting customers and partners at CRM Evolution 2009, it’s never been more apparent to me that the days of large CRM/ERP/SCM suite deployments are steadily coming to an end. Nearly every prospect, both large, name-brand enterprises down to small businesses that we spoke to were looking to purchase a CRM application and [...]
Posted in Conferences, CRM, social CRM, social media, SugarCRM, twitter on Aug 27th, 2009 No Comments »
Collecting my thoughts on the CRM Evolution conference, I’d say the most interesting thing is seeing more and more people approach me about getting their products integrated with Sugar. This included a lot of the SpeechTek participants. More and more, Sugar is being seen as a great agent desktop or supporting platform for call center [...]
Posted in Conferences, CRM, social CRM, social media, SugarCRM on Aug 27th, 2009 No Comments »
This week while attending CRM Evolution – which once again surpassed all expectations – I had the pleasure of sitting down with TheaterMania, a New-York based Sugar Professional customer that’s looking to take their CRM initiative to the next level. During the course of flushing out details around reporting functionality and an additional rollout to [...]
Posted in Conferences, CRM, social CRM, social media, SugarCRM, twitter on Aug 24th, 2009 No Comments »
So, it’s been a busy day one here at the CRM Evolution event…rather than recap my day in long prose, I thought I’d list out my Tweets from the day. I azttended a few great sessions, one by David Raab around Marketing Automation Best Practices, and One by Clint Oram, co-founder an VP of Products [...]
Posted in CRM, social CRM, social media, twitter on Aug 21st, 2009 3 Comments »
While looking over some of the events of the CRM Evolution show in NYC we’ll be attending – I was checking out the CRM Magazine blog and spotted some interesting tid bits on Twitter tweets based on analysis from Pear Analytics. Apparently – most of the tweets on Twitter are useless noise. Then, why all [...]
Posted in CRM, social CRM, social media, SugarCRM on Aug 20th, 2009 2 Comments »
I have a million thoughts running around my head after reading Paul Greenberg’s excellent in depth scathing review of the customer engagement failures of United Airlines. Many of us fly a lot in our lives – so the airline example is an easy target to hit home for most of us. But the core tenets [...]
Posted in CRM, social CRM, social media, twitter on Aug 20th, 2009 No Comments »
I meet up with some former colleagues last night who are now both analysts at Datamonitor covering the contact center space. We had an interesting conversation about social media’s impact, or perhaps, indirect impact on customer service. By that I mean much of the “social” functionality you see vendors imbedding within CRM systems are really [...]
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