I have been thinking about this for some time (BTW, this is a short post – hope to ignite some discussion with this), would love to get your thoughts.

Traditionally (as in most everybody I know in this world) we use financial metrics for customer segmentation, right? Either lifetime-spend, latest-spend, last-year-spend, or profitability, or what-not. [...]

It has been said that behind every successful man there is a powerful woman to support them.

I’d like to revise that to say that behind every successful enterprise software company there is (at least) one nagging analyst egging them to do things right.  I’d like to think that I am that analyst for Lithium.

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How can organization embrace social channels and technologies to improve customer service?

I must’ve heard this question every day in the past 6-9 months.

The intent was not how to do twitter, how to leverage Facebook, or should we use Klout scores for customer service – it was very specifically about how customer service departments [...]

Starting today at 7 AM US-EDT CRM Idol 2012 (the second season) begins.

The experience last year for all participants, in their words, was incredible.

They learned amazing new things about their companies and products.  The discovered new ways to present their products to the market than they had ever before.  They found new ways [...]

Today KANA announced it had acquired Trinicom a Nederlands cloud-based customer service provider.  According to the company, this move was to complete their offer for all company sizes and delivery models – from small to large enterprise, and from on-premise to cloud-based.  Terms of the transaction were not disclosed.

On the surface, this [...]

One thing I learned in the past 20+ years of doing CRM – when a tool works, the vendor behind does not matter to the user.  They can go out of business, be acquired, change their business model (what do we call that today? pivot?) or all together disappear.  The user will continue to use [...]

Well, Steve Martin said it far better (sorry, cannot embed it for some legal reason)… but the concept is the same.

April edition of CRM Magazine came out and with it my long-awaited (by me anyways) article on “The Big Three” where I lay out [...]

Earlier today I released an analysis note for my customers based on the recent announcement from Moxie Software that it has consolidated their internal collaboration and customer service solutions into one.  The following were the key points:

Moxie was one of the remaining independent eService vendors (together with eGain, FuzeDigital, FuzeDigital, KANA, Parature, RightNow, and [...]

Everyone wants in.

Organizations want to do something with it and they think it can change the world; if you go by their word every organization in the planet is doing something with it.

I am talking, of course, about Social’s latest craze tool: Gamification.

Although it has been around for quite some time, behavior [...]

If y’all are not in the mood to listen to a (well reasoned, researched, educated and well-timed) rant, move along.  This is me ranting about vendors trying to confuse users when it comes to cloud topics.

If you are interested in why multitenancy should not be an item of discussion, then read on.

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