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, 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, SaaS, Social Business, SugarCRM, cloud computing, social CRM, social media, twitter, web 2.0 on Jun 29th, 2010 3 Comments »
Cruel dictator? Benevolent gatekeeper? Ignorant chump? All these words could describe your IT department’s stance to social media and how your organization drives business value out of the social revolution.
Really, what is the ideal role for IT when it comes to adding social tools into the day-to-day life of sales, marketing and support agents?
I am [...]
Posted in CRM, SaaS, Social Business, SugarCRM, cloud computing, salesforce.com, social CRM, social media, twitter, web 2.0 on Jun 22nd, 2010 2 Comments »
All the talk I’ve heard in the past couple of years around the social revolution and its pertaining to CRM is that all businesses need to become more customer-centric. This means a new level of transparency both inside your organization, and between the company and its customers.
I don’t think anyone would disagree with these tenets [...]
Posted in CRM, Social Business, SugarCRM, social CRM, social media, twitter on Jun 16th, 2010 3 Comments »
I have been throwing the ideas I’m about to spit out around in my head for almost a week. Spurred on by a great notion about the ridiculousness of “business hours” on Twitter and other social media as put forth by Jive’s Mike Fraietta – and also based on a conversation I had with Wim [...]
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