Month: November 2009

There is a lot of noise on whether or not Twitter should be used for Business. On one hand we have examples like ComcastCares, DellOutlet, JetBlue and many others that have been used as case studies. On the other hand, […]

Well, as usual I am late to break the news. Salesforce introduced Chatter with great fanfare — and most everyone covered it in detail and analyzed it (Dion Hinchcliffe, Sameer Patel, and Michael Krigsman provided some of  my favorite coverage). […]

Salesforce has taken two separate paths in their progress towards becoming a established cloud vendor: separating the platform and the application.  Although they are not two separate companies, that begins their path to becoming an enterprise-class provider, allows us to […]

As I wrote in the final part of the Roadmap to SCRM series, we are plunging into an era of community participation. Communities are so much more than the traditional forum-like model.  It is necessary to build good communities to […]

Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer Part 4 – SCRM Channels Layer Alas, the last part of this series (and my favorite) communities. I […]

Part 1 – Introduction Part 2.1 – SCRM-E2.0 Pivot Point Part 2.2 – SCRM Business Functions Part 3 – SCRM Rules Layer We find ourselves now having to decide which channels (remember? Social CRM is adding social channels to CRM) […]

Funny thing happened to me this week. I attended the Enterprise 2.0 conference in San Francisco and an SCRM conference showed up. It all started with the keynotes on day one: Tammy Erickson from nGenera delivered the opening address (she […]

Part 1 – Introduction Part 2.1 – Pivot Point Part 2.2 – Business Functions It is important to recap a couple of things that we said before: The SCRM Strategy is composed of multiple sub-strategies, some of which you may […]