A Long Tail Look at CRM as a Platform

By Mike Boysen on Aug 27th, 2010.

I’ve been reading a simple, yet really really cool book this week. It’s called Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers. When Wim Rampen mentioned it recently the titled sounded a lot like me (ok, 1/3 – challenger). As with most things I’m attracted to, it’s a simple framework that can be used by ordinary people to do amazing things. How can you argue with something like that? Isn’t that what it’s all about? The opportunity to be amazing, no matter how simple minded you might be (like me)?

Filed Under CRM, CRM Software, Innovation, Long Tail, Open Innovation, Social CRM, Social Customer, Social Media, Software 12 Comments.

Top 8 Considerations For Evaluating and Deploying CRM

By Mitch Lieberman on Aug 25th, 2010.

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I was invited by Focus.com and Sage SalesLogix to present as part of panel and discussion: CRM in the Cloud: The Top 8 Considerations for Building Brighter Prospects for Your Business. For those of you who know me, I often write on topics somehow aligned with Social CRM or Social Business, spending time looking forward. Recently, I find [...]

Filed Under CRM, CRM Software, Social CRM 12 Comments.

Bringing Real-time Collaboration Into CRM

By Mike Boysen on Aug 17th, 2010.

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A long time ago, really long time ago, when networked, multi-user CRM became a reality, we all thought it was so cool that we could see a meeting, or a To-do, or an Email that was created or acted upon by someone else. And so the story goes for nearly 20 years. Fast forward to today. Never mind, it’s the same old same old.

Filed Under CRM, CRM Software, E20, Enterprise 2.0, Social CRM 8 Comments.

The Widgetization of #CRM

By Mike Boysen on Aug 10th, 2010.

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I’m a long time CRM consultant and architect, but I’m a fairly horrible CRM user. I know this for two reasons. First, I deal with projects and one-off requests more than I deal with the traditional Sales, Marketing and Customer Service roles. I still deal with them, it’s just in the context of the project, generally or some ad hoc situation. I’ve worked with very few internal CRM implementations that have integrated project management into our CRM platform well. Mostly because we spent our time on our customers and not on ourselves.

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Filed Under CRM, CRM Software, Customer Experience, Social CRM 18 Comments.

The Multimedia Social Thread or The Social Media Multithread

By Mike Boysen on Jul 28th, 2010.

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Today, conversations, or threads, can take place over time and through a number of traditional channels. For example, you’re on the golf course with a client and he asks you to send him some more information on the topic you just mentioned. So, first you call him and leave a voice mail with the information he requested. Then, you think, I’ll just shoot him an email as well. Your customer reads the email, and replies with a number of questions. You call him back on the phone and suggest that you schedule a face to face meeting in his office. Then you have the meeting.

Filed Under CRM, CRM Software, CRM Strategy, Social CRM, Social Customer, Social Media Comment.