While we're on the subject of the customer relationship, it's important, even vital, that we do a better job of teasing apart customer types. It seems to me that the vast conversation about social CRM and the social customer has focused on the end consumer -- the business-to-consumer relationship -...
I recently read Tribes by Seth Godin and I think it might hold some clues to the future of CRM. Godin is a business blogger and author of more than a dozen books with titles like Permission Marketing and Purple Cow. He's not about the status quo, he's all over change and leadership like a junkyard...
Making sure that every customer gets the personal touch may be fairly easy for the owner of a neighborhood bakery, but in a mass market of millions, making each customer feel like an individual is a formidable challenge. In the information age, tools like customer relationship management software ma...
Am I kidding me? Forecasting the year ahead? Sheesh! One of the reasons the task I set for myself is so daunting this year is that I believe we are in a massive transition state that affects the whole economy, CRM included. I think Tom Friedman got it right in version 2.0 of his Hot, Flat and Cro...
Let's say you're a CRM vendor. Your constant mission is to provide users with what they need, and your biggest fear is that your competitors will be better at that than you are. How do you stay in front? If you come from a traditional software background, your default answer is likely to be "new fea...
Colorado Springs is an interesting place. Despite the name, there are no "springs" -- it's an arid place in a valley surrounded by the southern Rocky Mountains and Pikes Peak National Park. The springs were an invention of the railroads seeking to establish a destination for vacationers. Good ide...
What is it about customer service that drove three major CRM companies to make announcements about their service products within days of each other last week? Oracle and Salesforce.com each announced new or completed development of functionality, and RightNow said it bought HiveLive, a social netwo...
One of my predictions for 2009 was that many of the new Obama administration's initiatives would promote and accelerate the growth of Software as a Service and cloud computing. What I underestimated at that time was how quickly government itself would embrace SaaS and cloud computing to improve its ...
Overstock.com is a retail site that sells products in just about any consumer category, from clothes to electronics to home goods to furniture. Not surprisingly, it hid a major skid last fall when the U.S. economy went into seizure. "We were growing 27 percent through the first part of the year," CE...
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