Enterprise 2.0 came to Boston this week, and that made me happy because it is one of a very small number of events that I don't fly to. Being a native, it's nice to take the train into the city and to be able to sleep at home. Despite this convenience, I was only able to attend on Tuesday, and I c...
It had to happen sooner or later; the only question in my mind is why it has taken so long. It appears that the backlash against social media is beginning. All I can say is, yippee! With trends like social media -- or almost any trend -- we tend to over-imbue the idea or offering with our own expe...
All is not well in venture capital land; at least, it's been a lot better. In April, the National Venture Capital Association, which works with PriceWaterhouseCoopers to develop industry data, reported its numbers for both fund-raising and investment, and it represents a world turned upside down. ...
Last week was busy in a good way, and also in ways that we have not seen in a while -- and at least some of that busy-ness showed promise for the economy and our industry. In no particular order, Cloud9 Analytics announced it closed its C round financing, SAP held its user meeting in Orlando, Sage ...
Sage's introduction of SalesLogix for cloud computing has caused me to do a lot of thinking. The operative terms we use in the industry for software functionality delivered across the Internet is "SaaS" or now "cloud computing," and numerous vendors find themselves twisting themselves and the defin...
One of the frustrations of new technology is that quite often even the vendor lacks a coherent understanding of an innovation's business context. Too often we receive a new product category and the best we can say about it is that it is "cool." This should not be surprising because that's what ear...
I had the pleasure of attending two events last week: Microsoft Convergence 2010 in Atlanta and the Salesforce-VMware VMforce.com announcement in San Francisco. Each event was useful and informative in its own way, and I am pleased to have witnessed each first-hand. I have written exhaustively -- ...
If you think long enough about acquiring a CRM system, you will come to vendor lock-in, the idea that you won't be able to easily change vendors down the road for whatever reason. It's almost an existential problem, like rent and alimony put together. Every approach to CRM has its benefits and def...
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 -...
OK, some people thought my last post was somehow bearish on social CRM, but I don't agree. I am trying to be accurate about what we ought to reasonably expect, nothing more. A bandwagon effect in early markets often has predictable results. Often people become adopters of new technologies not beca...
One of Salesforce.com's challenges in driving Chatter's acceptance comes from positioning it for the buying public. That's a tall order since the company is simultaneously trying to establish a new product and its category. The product and the category are classified as social networking and levera...
There's a huge discussion raging on the Internet started by a provocative question from Bob Thompson: Can you do social CRM without social media/networks? I find it curious that I am not in agreement with much of the discussion or, more to the point, I might agree with the conclusion but not the un...
Over the last couple of weeks, I have maintained radio silence, hardly blogging as I tried to prepare a manuscript for publication. This piece is not the usual analyst fare with charts and graphs and interpretations. It's a simple book of my writings from the last year and a half. Many things came...
I've recently been looking at a couple of applications that don't readily fit into the idea of conventional CRM but which are nonetheless valuable front-office tools that can make CRM a better purchase. They strike me as important additions to the front-office suite for sustainability reasons, too...
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...
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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Workbooks Takes On CRM Giants With Plain-English AI
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