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, 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, social CRM, social media, web 2.0 on Apr 22nd, 2010 3 Comments »
Yesterday’s Salesforce.com/Jigsaw announcement got me thinking, and it certainly had a lot of us internally thinking.
But, truth be told, the kind of data services story (and the implications of data ownership in a social/cloud world) behind the Jigsaw deal has been on the minds of us social CRM thinking types for some time. In fact, [...]
Posted in CRM, M&A, SaaS, Social Business, cloud computing, salesforce.com, social CRM, social media, web 2.0 on Apr 21st, 2010 9 Comments »
I think I would have preferred to call this one 1/100000000000th of a good idea…but it was less catchy.
Today Salesforce.com announced it will acquire business contacts data service Jigsaw for $142m. The move leaves Salesforce.com with the ability to pre-load CRM accounts with data – OR – which is more likely, charge a premium for [...]
Posted in CRM, social CRM, social media, twitter, web 2.0 on Apr 19th, 2010 No Comments »
One of the interesting things that popped out at me at SugarCon last week was just how well-received the social CRM track was for a company that is not necessarily selling social CRM tools per se. But from my interactions with attendees, their interest was less about buying a big social software concept, than it [...]
Posted in CRM, Conferences, Open Source, SugarCRM, cloud computing, social CRM, web 2.0 on Mar 25th, 2010 4 Comments »
CRM takes on many faces, and encompasses a lot of different technologies. We would be ridiculously arrogant, and wrong, to assume that our solution was the only way to manage a CRM initiative. When at the optimal stage, CRM systems are hitting on all cylinders by not being one piece of technology but rather many [...]
Posted in Social Business, SugarCRM, social CRM, social media, web 2.0 on Mar 25th, 2010 16 Comments »
In two and a half short weeks I want to explore this topic in person, with as many of you that care to join me. SugarCRM is holding its annual customer, developer and partner conference, April 12-14, in San Francisco. The venue is the cool Palace Hotel. It is going to [...]
Posted in CRM, social CRM, social media, twitter, web 2.0 on Mar 19th, 2010 No Comments »
I am writing from our CRM Acceleration event in Atlanta, put on by our good friends and partners Levementum. The audience has been awesome, and I’ve had some very interesting conversations around where some very big companies here are looking to go with Sugar as a platform. Always great to be in front of customers.
I [...]
Posted in CRM, Customer Conversations, Social Business, SugarCRM, social CRM, social media, web 2.0 on Mar 12th, 2010 No Comments »
It is amazing how quickly the marketplace around “social” fragmented into different focus areas. I guess this is to be expected. I mean, the nature of social media is pretty darn fragmented as it is. So it follows suit that the supporting market break off into several directions. I have had a lot of mildly [...]
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