Posted in CRM, Customer Experience on Oct 12th, 2011 No Comments »
By Chris Bucholtz I never get tired of talking about CRM as a discipline, not a technology. Yes, yes, yes – the technology allows you to scale the discipline, but ultimately, the ideas, initiatives and actions that result from CRM and reach customers are not executed by technology – they’re executed by people. (Clint Oram, [...]
Posted in CRM, Customer Conversations on Jun 29th, 2011 1 Comment »
I will happily admit that I am not one of these technology guys who hangs out exclusively with other technology guys. I’m more likely to hang out with people in other industries – my best friends’ jobs include graphic designer, race car body fabricator, Range Rover mechanic, senior assisted living facility manager and, yes, a [...]
Posted in CRM, CRM Success, Information Technology, SugarCRM, Uncategorized on May 18th, 2011 2 Comments »
stated Forrest Gump, in the 1994 Hollywood blockbuster of the same name, going on to add, “you never know what you’re going to get next”. But is that really true? Of course life itself is an unknown, that goes without saying. None of us has a crystal ball telling us what to expect next, when [...]
Posted in CRM Success, Uncategorized on May 18th, 2011 10 Comments »
There’s been a lot of noise over the last few months about Groupon, the noted group-discount-buying site. As befits any Silicon Valley company, the noise wasn’t really about the company’s product but instead about the size of the potential offer that a suitor made to acquire it. In December, Google reportedly offered $5 to $6 [...]
Posted in cloud computing, CRM, social CRM, SugarCRM on May 4th, 2011 No Comments »
The Royal Wedding of HRH Prince William and Kate Middleton on Friday 29th April 2011 was the first Royal Wedding streamed live across the world via the Internet and not only made National and International history, but also set and broke a good few records in the process. With so much emphasis and attention being [...]
Posted in Business Processes, cloud computing, CRM, CRM Success, SaaS, Social Business, SugarCRM, Uncategorized on Apr 14th, 2011 4 Comments »
One of the recurring questions I get from customers and prospects all over the world is, what is the secret to a successful CRM implementation? My answer resonates with companies large and small, here in North America, in Europe and in Asia. The secret to a successful CRM implementation is process, process, process. A CRM [...]
Posted in Uncategorized on Apr 11th, 2011 No Comments »
Last week was the annual SugarCRM Customer & Developer Conference called SugarCon. InsideView made a big announcement related to all SugarCRM users being preloaded with sales intelligence. The partnership comes at a time when sales people are overwhelmed with an explosion of data that leaves them spending more time searching for information and less time [...]
Posted in CRM, social CRM on Sep 14th, 2010 No Comments »
It is only Tuesday, therefore I am going to avoid the lesson in Etymology (‘weekly lesson in Etymology‘). Today, I decided I would push the conversation back to the core for a bit. I am currently in the Big Apple, working with a client, more details in a minute on that front. I decided to [...]
Posted in Application Design, CRM, Google, Microsoft, Social Business on Sep 8th, 2010 3 Comments »
While at the VRM+CRM conference a few weeks ago someone (my apologies I cannot remember who) did a nice job talking for a just a few minutes about the difference between ‘Searching’ and ‘Finding’. I have never really given it much thought, but there is a rather large distinction here. Wait, it must be Wednesday, [...]
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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