I have been a bit distracted for the past few days, thinking about a few projects I am working on, as well as trying to create some original content for a client. I have been able to spend a little time reading, though not as much time as I would like. One thing I have [...]

Read Full Post »

As part of the marketing team at SugarCRM, I am charged with defining and communicating our social CRM strategy. And interestingly, I do so on two levels – what we sell as a social CRM provider and what we DO as a social savvy company. Both are very related actually. And in an unusual manner [...]

Read Full Post »

About 10 months ago, I wrote a post regarding the use of Twitter for customer service “Why do people think Twitter is a good Customer Service Platform“. We have matured since then, ok just a little, but I do not think we completely get it, yet. When compared with the rate of change in Social [...]

Read Full Post »

I read an interesting blog post by Sue Barret sparked by a Harvard Business Review article that argues that “customer delight” is less important than making life easier for your customers. Hmmm. In so many ways – the two are one, right? This got me thinking. If we are trying to create great customer experiences [...]

Read Full Post »

A shout out to our sponsors to start this post, as it has absolutely nothing whatsoever to do with CRM, Social CRM or anything even close. SugarCRM supports this venue so Martin and I can wax poetic about topics that folks who think about CRM for 90% of our business lives can offer a different [...]

Read Full Post »

I thought about a question mark at the end of the post title, and left it off for some reason. But I do feel that we are in a gray area right now in regards to social CRM. For a while, I have feared that we were in the stage where 99% of those involved [...]

Read Full Post »