Posted in CRM, Open Source, Social Business, SugarCRM, social CRM, social media, twitter, web 2.0 on Aug 23rd, 2010 1 Comment »
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 for [...]
Posted in CRM, SugarCRM, social CRM, twitter on Aug 16th, 2010 15 Comments »
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 [...]
Posted in CRM, Call Center, Social Business, SugarCRM, social CRM, social media, twitter on Aug 12th, 2010 No Comments »
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 while ALSO [...]
Posted in CRM, Social Business, SugarCRM, social CRM, social media, twitter on Aug 6th, 2010 3 Comments »
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 [...]
Posted in CRM, SaaS, Social Business, SugarCRM, social CRM, twitter on Jul 29th, 2010 5 Comments »
This is just a small thought – as I have far too many ideas that are too big for a tweet and not really epic blog material.
But looking at Michael Maoz’s recent blog post around customer service vs. social. He makes a great point: good service is a must-have goal of any company and you [...]
Posted in CRM, Social Business, SugarCRM, e-commerce, social CRM, social media on Jul 27th, 2010 5 Comments »
I was going to continue the comment thread in Mitch’s last post on VRM but I think it warrants its own post. Mitch hints in the title about the “responsibility” for managing a relationship, and who has the most responsibility for a relationship.
I think that whole line of thinking is flawed, for many reasons. The [...]
Posted in CRM, Social Business, SugarCRM, social CRM, social media, twitter on Jul 22nd, 2010 No Comments »
I was having a bit of a bad day yesterday. My Comcast internet connectivity was spotty, and Webex had a blip and did not allow me to speak on a very well attended webcast I was hosting.
After getting frustrated with these events – I did what any social media geek does when annoyed – I [...]
Posted in CRM, Social Business, SugarCRM, social CRM, social media, twitter on Jul 16th, 2010 9 Comments »
I have been swamped with Sugar 6 release stuff – and haven’t had a ton of time to blog or even get on Twitter to see what’s up. Thanks to both Mitch for always keeping the blog fresh with ideas and to Larry for a great guest post on SugarCRM and the nature of open [...]
Posted in CRM, Open Source, SugarCRM on Jul 15th, 2010 6 Comments »
Outsiders Note: This is the first Outsiders post by SugarCRM CEO Larry Augustin. As Larry explains below – the immense buzz around SugarCRM’s landmark release of Sugar 6 revived some questions around SugarCRM’s role and influence as an open source company. With such a long and storied history in the open source movement, I thought [...]
Posted in CRM, SugarCRM, social CRM on Jul 8th, 2010 2 Comments »
As most of you know, I left SugarCRM at the beginning of May, but I continue to work with the great people here (there?). I have good friends at Sugar, many were friends before and I am enjoying the continued engagement. While I was at Sugar, the senior leadership supported my endeavors into the Social [...]
Follow us on Twitter