July 2008 - Posts
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By Chris Bucholtz We do our own fair share of webinars , but it never hurts to hear more of ‘em. Toward that end, I’m happy to recommend a series called “New World CRM – Enterprise 2.0 and the Era of the Social Customer.” This trio of webinars, which...
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By Chris Bucholtz We talk a lot about “CRM failure,” which I’ve written is not usually an IT failure or a problem with technology of any sort, but with expectations – the system is brought in with the expectation that it will do something it can’t do...
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By Chris Bucholtz I’m always looking for good examples of CRM people can understand. The concept is encased in a layer of jargon that works against it with neophytes, and since CRM is usually accompanied by a technology component, the very sound of the...
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By Chris Bucholtz Almost a decade ago, as I recall, the esteemable Vance McCarthy, a past editor of mine at another publication, called me into his office and ordered up a speech-club-style debate over open source software. Because he still had lots of...
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By Chris Bucholtz I really like numbers – especially when they quantify concepts around CRM that otherwise might seem unsubstantiated. For example, most of us know that the cause of the perception of CRM failure is most often a failure to set realistic...
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By Chris Bucholtz A lot of you (and I mean A LOT) have already become part of the Inside CRM Expert Group on LinkedIn, and you probably received an email that asked this question: Google has been actively partnering with Salesforce.com recently. Knowing...
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Brent Leary has done stuff with us in the past – most notably this webinar – and he’ll be doing stuff with us in the future (stay tuned for details, listeners!). But his advocacy and examination of CRM and social media – and how one is becoming indispensable...
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By Chris Bucholtz Not to sound superficial, but there’s a lot to be said for how something looks. Like airplanes – one of the rules of thumb for designers is, if it looks right, it is right. I think the same holds true for CRM solutions, to a degree....
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By Chris Bucholtz Two fairly unimportant facts about Marketo’s CEO, Phil Fernandez: one, in phone interviews, he sounds ever-so-vaguely like actor John C. Reilly, and two, he is fairly unafraid of using his sense of humor to get across his ideas, something...
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By Chris Bucholtz Microsoft’s Dynamics CRM Online has been given generally positive reviews, and you’d think that, with the mighty wind of the Microsoft empire behind it, it would be sailing full speed ahead. That “mighty wind” terminology is not a reference...
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By Chris Bucholtz I had a nice conversation today with Landon Ray, CEO of OfficeAutopilot . This is a company trying to elbow into a leading spot in the increasingly crowded marketing automation space, but they’re targeting small businesses (up to 200...
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By Chris Bucholtz We have all had experiences with customer service people that were bad. A lot of times, it’s because management has given them poor processes, denied them the power to fix things when they went wrong, or hired people who were incapable...
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By Chris Bucholtz We’ve quietly been posting a bunch of what we like to call “Essential Guides” on Inside CRM – the Essential Guide to Hosted Vs. On Premise , the Essential Guide to a Successful CRM Roll-out and the Essential Guide to Beating Stress in...
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By Chris Bucholtz I’ve never been one for conspiracy theories. The simplest reason for something is generally the most likely one. I’m not an obsessive conspiracy debunker like my friend John Heck, who takes great delight in going on-line and puncturing...
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