Posted in CRM, Social Business, social CRM, social media, SugarCRM, twitter on Nov 11th, 2010 1 Comment »
More and more we are hearing about companies looking to ditch email in favor of more social tools – cleaning out the inbox as it were. I do not think we will see email completely go away any time soon, but the use of electronic correspondence is changing. The social revolution has changed the way [...]
Posted in Application Design, CRM, e-commerce, Social Business, social CRM, social media, SugarCRM, twitter on Nov 2nd, 2010 2 Comments »
I was having an open discussion with an analyst today as part of a briefing about the latest version of Sugar 6, coming out in a couple weeks. This release has a lot of social media management capabilities – which I’ll wait to get into here on the blog closer to the announcement Anyway, the [...]
Posted in CRM, Social Business, social CRM, social media, twitter on Nov 1st, 2010 No Comments »
I think one of the exciting things about social media, and what has made it such a hot topic is the way that it seemingly amplifies the voice of the individual. Over and over, we hear stories about how a David of a customer took on a Goliath of a company, and won using social [...]
Posted in Application Design, CRM, Social Business, social CRM, social media, SugarCRM, twitter, web 2.0 on Oct 22nd, 2010 6 Comments »
If you haven’t heard, Mitch and I are getting set to rap about social media and CRM in the “CRM in the age of Now” webinar sponsored by SugarCRM next week. We hope you can join us. In getting ready for this event, going over slides and ideas, an interesting topic came up. In describing [...]
Posted in CRM, Social Business, social CRM, social media, SugarCRM, twitter on Oct 6th, 2010 4 Comments »
Are you searching social networks for leads? Connecting with potential partners on LinkedIn? Are your support agents reaching troubled customers with Twitter? If you are using social media as part of your CRM strategy – we want to hear from you! We have put together a short survey to learn how companies and individuals are [...]
Posted in CRM, Social Business, social CRM, social media, twitter on Sep 24th, 2010 5 Comments »
This week I took part in a webinar sponsored by social business platform provider blueKiwi along with Chess Media’s Jacob Morgan. It was a great talk, and you can grab a replay here. One of the interesting points (or bon mots since blueKiwi is a French company) that came out of the talk was something [...]
Posted in CRM, salesforce.com, Social Business, social CRM, social media, SugarCRM, twitter, web 2.0 on Sep 7th, 2010 1 Comment »
I have to say, I was a bit surprised to get back to the grind after the holiday weekend, and not see my last blog post ripped to shreds in the comments section by pundits of Salesforce.com. There were a few – but I guess the quiet of a holiday weekend means that this got [...]
Posted in cloud computing, CRM, SaaS, salesforce.com, Social Business, social CRM, social media, SugarCRM, twitter, web 2.0 on Sep 3rd, 2010 9 Comments »
I have been watching the concept of Chatter for a while now. On the one hand, I could kick myself for not making more hype out of Sugar Feeds, the exact same functionality Sugar has had in its product for more than a year prior to availability of Chatter. My bad. On the other hand, [...]
Posted in CRM, Open Source, Social Business, social CRM, social media, SugarCRM, twitter, web 2.0 on Aug 23rd, 2010 2 Comments »
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 [...]
Posted in CRM, social CRM, SugarCRM, 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 [...]
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