May 2008 - Posts
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By Chris Bucholtz Shockingly, this one’s not an airline fiasco, but it is related to travel. My wife and I are visiting the Middle East on vacation sometime soon, a region not terribly well know for its customer service. You’d think that we could soak...
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By Chris Bucholtz Not so long ago, when I was covering a different technology beat, something bad started to happen to the industry I was covering – so bad, in fact that it cost me my job. What finally did it wasn’t a sudden change in the market; it was...
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By Chris Bucholtz Yesterday’s announcement by RightNow of its expanded feedback functionality brought up an interesting point, and one that most people of my age often overlook: there’s a generational difference in the way we want to interact with companies...
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By Chris Bucholtz We’re in the midst of a multi-part series of webinars sponsored by Microsoft, which have had some business-focused topics at their hearts: how do you get sales reps to adopt CRM , how to use CRM to generate more leads , how to export...
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By Chris Bucholtz Here’s the difference between most people’s take on Web 2.0 and Paul Greenberg’s take on it: most people can tell you about the dots, while Paul connects them. That’s not to say that the subject is as simple as a dot-to-dot puzzle –...
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By Chris Bucholtz What better way to fill those slow news Fridays than with a feature that is virtually limitless in its content? I’ll scan the news for the latest examples of CRMM (customer relationship mis-management) and share the most egregious, embarrassing...
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By Chris Bucholtz Because it’s such an evergreen subject, we’re planning to revisit a topic in our webinar series that we spoke about back in February : why don’t sales people use CRM? This time around (June 12-keep watching this space for...
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By Chris Bucholtz Two community efforts are under way here at Inside CRM: the Ask the Experts section and our LinkedIn group. Both are going like gangbusters; we have several great people leaping in to deliver answers to questions on Ask the Experts,...
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By Chris Bucholtz Yesterday, we held a webinar called “ 5 Foolproof Ways to Generate More Leads Using CRM ” featuring Craig Rosenberg, who from time to time drops in to this blog and shares his wisdom. The polls we took during the webinar were extremely...
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By Chris Bucholtz My calendar must be defective – It made no mention that this would be list week on the Inside CRM Blog. The latest list is from ISM , a Bethesda, Maryland-based CRM consultancy . ISM issued its lists of the Top 15 CRM Software Awards...
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By Chris Bucholtz Paul Greenberg has said to me on several occasions: “People like lists!” Well, in most cases – back when I was a Bosun’s Mate keeping the coast safe for democracy aboard the World’s Greatest Frigate , a list was cause for manning...
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By Chris Bucholtz We put Richard Boardman on our list of the top 20 CRM bloggers . Want to see why? Check out his blog post from last Friday, “ Ten Ways to Implement CRM on a Tight Budget… ” It’s one of those posts that you should print out and have ready...
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By Chris Bucholtz 15 years ago, when I was young journalist with the somewhat oxymoronic title of “Software and Intelligence Editor” for a big telecommunications magazine, the term “voice-data convergence” was impossible to escape. Every person in the...
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By Chris Bucholtz Today on the site is the first in a monthly series of columns from Paul Greenberg. If you don’t know who Paul is, you should visit www.myCRMcareer.com and listen to his “Experience at the Edge” podcast , or go to his blog , or to the...
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By Chris Bucholtz Tracking customer experience on websites can be tricky, mostly because the way customers are tracked is often not linked to real behavior. As a result, the numbers can be discouraging and confusing. For example, if you’re running an...
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By Chris Bucholtz Back in the olden days of this blog (meaning October of last year), you may have seen some posts from my erstwhile blog partner, Craig Rosenberg. You may have seen his name again in February when I had a week off following a surprise...
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By Chris Bucholtz Our Webinar on Wednesday with Brent Leary of CRM Essentials (which you can view in its archived form here ) as always featured a couple of polls. The theme of this event was CRM pitfalls to avoid, which Brent and Microsoft’s Leo Manson...
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