Blogs

For many years, influencers/analysts have heard the a clarion cry from small CRM companies:You guys only cover the big companies and never give us coverageYou guys don’t respond to usYou never review usWe have no idea how to go about getting involved and could you guys give us some advice on how to get the [. read more

Lithium is becoming a major player, even beyond its size, and will become even more important as the days go on. Here’s a look at the conference, the product and the company. read more

I continue to be impressed with SugarCRM, year after year, time after time. read more

Okay, I’m done teasing.  Without further ado, welcome to CRM Idol 2012.   The submission period opens today. read more

Cost efficiencies are fine, but not at the expense of the customers — especially if it involves a serious service issue that can be at least mitigated by something that already had a proven benefit. read more

About a week ago I wrote a post called “The Little Things That Serve.”  I mentioned that I wanted to start an ongoing series where any of you who want to write in could tell me customer service stories and then give me your idea on the best or worst practices derived from the experience [. read more

I’m realizing, as I get older and, of course, wiser (heh heh), that Twitter isn’t the best place to make announcements, though it isn’t bad either. read more

Microsoft has reached a turning point - and made the turn. They are launching their “dynamic businesses” strategy with a confidence that they haven’t shown for several years and it suits them well. read more

The beginning of a series on “The Little Things That Serve” - analysis of small customer service stories - good and bad by those who tell them. read more

Tuesday morning I officially heard that Sameer Patel, one of the key thought leaders in the collaboration space and one of the few who understood the convergence between collaboration and Social CRM, became the SAP Global VP, Enterprise Collaboration and Social Software Solutions. read more