When you write regularly about CRM, you realize what a challenge it can be to keep a blog going. The same themes come up again and again, and the technology does not radically change from release to release. So being a great CRM blogger requires something else -- the ability to understand the always...
We all know about the idea of total cost of ownership and the concept of return on investment. Both have their place in business evaluations of CRM. There's another measurement, however, that should be considered -- one I like to call "time to value." The T2V test is simple: From the time you begin ...
Mobile CRM is usually not a company's first foray into CRM. Before going mobile, a company usually has a SaaS-based CRM application, at a bare minimum, as well as an online presence that has become increasingly interactive over the years -- and likely a social media presence as well. Mobile CRM has ...
With less than a month to go before pitchers and catchers report to baseball spring training, I'm increasingly thinking of the national pastime -- and specifically, about Moneyball, the Michael Lewis book adapted into film two years ago. For those unfamiliar with the story, it's the tale of how Oa...
"It is a good thing to follow the first rule of holes: If you are in one, stop digging." It was only 1988 when this nugget of wisdom was first recorded, according to the Oxford Dictionary of Proverbs. It's one of my favorites, because it has so many applications in the business world. Unfortunately,...
CRM is not itself a technology -- it's a discipline enabled by a technology. But the ideas are so completely enmeshed with technology today that it's almost impossible to talk CRM without lapsing into jargon. That's led to the abduction, abuse and expropriation of technical terms, which often resul...
CRM technology -- along with the way we use it -- is going through an interesting patch of development right now. In part because mobile devices are now delivering on their potential, there's a renewed vigor around mobile CRM. At the same time, because the case for social media's permanent status as...
The mainframe application forms the core of the system where the bulk of the order processing takes place. The traditional mainframe UI in, say, SCOBOL (Screen COBOL) is being augmented/replaced through the front-ending applications built in VB, ASP, .Net, etc. The front-end screens fetch the custo...
My friend Hank retired from the Coast Guard after a 20-year career, and now he's pursuing a second career of service as the executive director for the Alameda Food Bank, another truly worthy career path. During a recent party, we got to talking about work -- me about CRM, him about the food bank. As...
The first and foremost task for any organization looking to align social media with business objectives is to do a competitor and customer analysis. Understanding, measuring and controlling success and risk factors is the foundation of a successful social CRM strategy. Every organization must assess...
Expect an unprecedented tsunami of excitement.
Look for a bigger surge of enthusiasm compared to recent Apple events.
Anticipate the typical level of interest sparked by a wave of Apple news.
With only a mild ripple of interest.
WWDC, yawn.
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