We tend to think of social media as a property of CRM, and it is, but the story hardly stops there. Social media is changing the world beyond CRM too, and that's what makes it valuable. If being social were strictly about commerce, it might not be worth writing about. This week's Economist has a ...
Something interesting is happening at Sage, but it looks like the company isn't ready to tell its whole story. That's a challenge if you happen to be hosting a combined partner and user group meeting, which Sage did this week in Washington, D.C. The company's annual get-together had its share of a...
Ever wonder what the opposite of CRM would be? I have. In my ruminations it's not as simple as matter and antimatter, up and down, left and right -- though few of us would consider antimatter very simple. If I gave you written directions to my house, you couldn't get home simply by turning the sh...
If you are a regular reader, you know that from time to time I write about things that appear to be tangentially related to CRM -- at best. My favorite alternative to straight ahead research and reporting on CRM is a strange sounding thing called "peak oil." For those of you not familiar with the i...
There's a huge difference between the enterprise world and the social media community. While there are many signs of life on the social side, the rank-and-file Global 1,000 seem for the most part to be clueless. That's not an indictment, just a statement of fact, and maybe opportunity. At the Enterp...
Last week Marc Benioff was in Boston with another regional Cloudforce tour event, and Stephen Denning has written a good book. There is a connection between them. The day after the Boston Bruins clinched the Stanley Cup, Benioff was in Boston, and thank goodness the company decided on a noon start ...
I heard a phrase the other day that resonated with things I've been thinking about and talking about on the stump recently, but I had never heard it so succinctly. I was taking a briefing from Zuora, a company involved in providing on-demand billing solutions for companies that deliver on-demand se...
A couple of weeks ago, Marketo announced its research-based belief that its form of revenue performance management could help grow global GDP by $2.5 trillion by 2015. I love it when emerging companies talk about big plans this way. It reminds me of the young plumber who upon seeing Niagara Falls ...
Most of the people I talk to think of a business model as the way a company makes money. We certainly agree on that. One's business model can encompass numerous things, like product mix, marketing and sales plan, how you sell -- direct, channel, retail -- and lots more. One thing that usually mis...
SAP is holding Sapphire, its annual user meeting in Orlando, this week. Sapphire is one of the premiere events on the IT tradeshow calendar, along with Microsoft Convergence, Oracle Open World, Sage Insights and Salesforce.com's Dreamforce. These events each draw tens of thousands of people from a...
Yesterday Zuora, the billing and payment solution company for subscription businesses, did a smart thing, at least I think so. At NetSuite's user meeting, SuiteWorld, Zuora chief Tien Tzuo announced that his trademark product is now pre-integrated with NetSuite's financials. But that wasn't what's...
Admit it: You never think about data storage any more. We used to, quite a bit. Long before the storage glut that exists today, there was already too much of it, and it was hard to find places to store it. When we built software, it was with an eye toward maximizing our limited storage capacities...
I hate to sound like Dr. Doom and Gloom, but have you paid attention to the cost of gasoline lately? Of course you have. It's sickening to watch as prices resume their inexorable climb. The last time we saw prices spike was the last time the economy was in decent shape -- right before the wheels ...
Marketing has become the new hot spot in CRM. During the recession and even before, there was a great flurry of interest in customer service and related things. Consequently, we have seen a lot of attention being paid to customer experience, and much of the social-media-oriented growth in that per...
ATLANTA -- This might be remembered as the Convergence where Microsoft finally began to converge. More specifically, it is the convergence where accounting and CRM met in the cloud. The big news coming from Convergence is the announcement that Microsoft AX, one of the company's three ERP systems, ...
Yes, communities and infrastructure can't keep up
Some projects are moving too fast
No, expansion is needed to meet demand
The pace seems about right
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Enterprises Are Trading ‘Press One’ for CRM-Native AI Agents
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Silent Churn Is the Biggest Customer Support Risk
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Overcoming GenAI Roadblocks: TaskUs Helps Retailers Compete
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The End of ‘Spray and Pray’ Email Marketing
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Adobe Positions Itself as the AI Control Layer for CX
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AI Is Forcing Companies to Rethink Employee Experience
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How AI Is Changing Sales Teams Without Replacing Reps
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Workbooks Takes On CRM Giants With Plain-English AI
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