Posted in Uncategorized on Feb 2nd, 2012 No Comments »
By Chris Bucholtz One of the unexpected pleasures of my job is to act as the session chairman for SugarCon 2012. I get to solicit, pick and otherwise decide what will be in the breakout sessions and the keynotes for the event (which is coming up April 23-25). As a social media aficionado (not an [...]
Posted in CRM, social CRM, Uncategorized on Jan 9th, 2012 7 Comments »
By Chris Bucholtz This is the fifth year that I’ve compiled a list of the best CRM blogs, and the trend is clear: more and better blogs on the topic of CRM are out there than ever before. In 2008, it was a struggle to find 20 good blogs on CRM; now, there are so [...]
Posted in Uncategorized on Dec 12th, 2011 5 Comments »
By Chris Bucholtz There’s a term that has been stuck to me at times that makes me cringe, although it probably also helps me get paid better. The term is “thought leader.” That sounds as if people reading my stuff have thoughts that can be led, like I’m some kind of intellectual and metaphorical dog [...]
Posted in CRM, social media, Uncategorized on Dec 6th, 2011 No Comments »
By Chris Bucholtz One of the things social media allows us to see clearly and instantly is that some people don’t get social media. I see this every day in the CRM Outsiders Twitter feed (we’re @CRMOutsiders, by the way). Many of the people following us and being followed by us pre-date my arrival, including [...]
Posted in Uncategorized on Dec 5th, 2011 No Comments »
By Chris Bucholtz Let’s face it – most people have but a passing notion about the cloud. That’s thanks to marketing people, mostly, and their nearly pathological need to take today’s hot buzzword and attach it to whatever it is they’re selling. This is not exclusive to technology; five years ago, the real-world analog was [...]
Posted in Uncategorized on Nov 17th, 2011 No Comments »
By Chris Bucholtz The auto repair industry can’t boast a history of great customer relationships. Part of it is customer-based – no one’s really in a great mood when their car breaks, and it’s hard to deliver a great customer experience when the customer’s in the midst of a bad experience. But a lot of [...]
Posted in Uncategorized on Oct 27th, 2011 6 Comments »
By Chris Bucholtz Over the last few weeks, I’ve been seeing a bunch of stuff about Klout come across my desk. For those of you who are unaware of what Klout is, you can visit the website try to figure it out on your own, or you can go with this brief synopsis: It’s a [...]
Posted in Uncategorized on Oct 24th, 2011 1 Comment »
By Chris Bucholtz Back when people were pooh-poohing social media and social CRM on the grounds that it was too difficult to determine return on investment (ROI), Kathy Herrmann was one of the few coherent voices in the crowd shouting back, “Yes! Yes, you can!” SCRM ROI has become slightly less mysterious and slightly better [...]
Posted in Uncategorized on Aug 22nd, 2011 3 Comments »
During the first week of this month, Gartner issued its Magic Quadrant for Social CRM products. What that document indicated was just how hard it is to build a full understanding of SCRM just yet – the products and companies included in the quadrant did an assortment of disparate things, and Gartner violated its own [...]
Posted in Uncategorized on Aug 9th, 2011 No Comments »
Gauging the attitude of a large number of customers is no easy task. What appears in social media may on occasion not reflect a real issue or even a real sentiment (although it might reflection the perception of customers, which, of course, can be just as positive or negative for your business as reality). But, [...]
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