Announcing CRM Playaz!

Announcing CRM Playaz!

Summary: CRM Playaz - Read Post First, Then Listen, Please....CRM has always been controversial.


CRM Playaz - Read Post First, Then Listen, Please....

CRM has always been controversial. To the point that it has its haters and its lovers (don't read anything into that, okay?).  Failure rates can be high and successes can be spectacular at times and just rock hard beneficial at others.  Implementation problems have been rife, but the systems can also be user friendly and easy to play with.  But one way or the other, despite CRM's mainstream appeal and use - it has been controversial.

In the spirit of that controversy, in the interests of stirring the pot even more, of providing some more edge to an industry that can pass for a suits delight if we don't prevent it - Brent Leary, guru of CRM for small business and I would like to announce the pilot audio episode of CRM Playaz - a show steeped in controversy, with the edge of a straight razor and the wit of....of....of....uhhhh....Steve Martin? Not Dane Cook, that's for sure. Maybe Lenny Bruce? Louis Black? I don't know, somebody really funny.  You tell me.

The model for CRM Playaz is, for all you sports fans, Pardon the Interruption (PTI) run by Monday Night Football blabber Tony Kornheiser and Washington Post sportswriter Michael Wilbon.  Just to make it clear - I'm the Kornheiser equivalent, Brent is the Wilbon equivalent.

The game plan for the show is to provide 15 minutes of topical riffs. That means a couple of subjects that we just go off on - not always nasty, not always on the same side, but always impromptu - the riffs, not the choice of subjects.

We're starting out with this episode in audio and I want to warn you - this is a pilot. We're not smooth yet. We will be though. I need feedback, even if you think its crap.  But if you do, I'll be glad to hear that you do if you can suggest how we can make it better.

The long term plan is to go to video and have guests on the show.  We have two segments we're going to add as we go along.  One is called CEO's Corner - where we invite senior management of CRM vendors on the show - but they can't talk about their company or we rake them.  They can talk about themselves, CRM topics of interest, whatever they want  - except the company they represent. We have several willing to take the chance. Let's see how long they last.  DNA is tough to combat.

Another upcoming segment is called "Open Season" where anyone gets to come on and attack, attack, attack - us if they want. But they have to be prepared to get as good as they give - or better - and stay on topic - meaning CRM related topics.

CRM Playaz - Pilot Episode

The audio you can listen to below is the first - and a pilot audio. Brent and I riff on two topics - an ongoing and rather odd discussion going on about whether to call what's happening to CRM either CRM 2.0 or Social CRM. My take and Brent's is, "who gives a ----?" but because we had nothing better to do, we took sides for a few minutes and went at it. The discussion is irrelevant to customers at best and confusing to them at worst - if they perceive them to be different. But in the fine tradition of "things-that-don't-matter-in-the-short-run-much-less-the-long-run" the debate goes on.

The second topic of interest was something that came up the other day. My good friend and community/social network expert, Filiberto Silvas, sent me an ad on Facebook from Hubspot. Imagine my surprise when I saw my mug plastered on that ad as a "fan of Hubspot."  See?

Well, I love Hubspot and think they are classy, and I'm in the group "Fan of Hubspot" but unless I unwittingly agreed to something that said they could use my countenance in an ad, I can't say that I'm happy about this.  While I'm sure the group member was randomly chosen to be me, I have a brand and this kind of public acknowledgement should be up to me, not either Facebook, Hubspot or both.  I think that I make that clear on the air here.   What do you guys think about this?

In any case, "talkback" away folks and let me and Brent know what you think about the pilot. Its not polished, we're not smooth though not lame either and there's room to improve. But this is going to be a regular thing with us so join in with us at CRM Playaz and let's par-tay!

Topics: Enterprise Software, Software

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  • HubSpot Fans and Facebook Ads

    First off, Brant is a solid guy and I am looking forward to seeing where the show goes. Any reason why you're doing only audio and not video?

    Second, the HubSpot ad leverages a Facebook feature called "social ads" which is available to any company. If people are a fan of your page or a member of your group, you can display their smiling mug next to your ad. If you don't want to have this happen, you need to change your Facebook settings. As far as a broader policy... the problem is that a social network without ads can't exist long term because there is no way to fund it. And even just standard ads get such a low click through that they are not worth much to advertisers. So, if users don't want to participate in ads, how can social network websites make enough money to be profitable?
    • I Get It But It Needs to Get Me

      Hi Mike,
      Thanks for the response. You know I love you
      guys and I get what you say. But the problem
      isn't my unwillingness to participate. Its not
      my choice. If this is in Facebook permissions
      somewhere then it should be opt-in, not opt-
      out. While I understand the randomness of the
      choice of my picture, I have a brand in CRM and
      my opinion seems to matter to some people, so I
      don't endorse anything without considerable
      effort. (see my blog posts on companies to
      watch in December 08 and January 09.) I'm a big
      fan of Hubspot and likely would support this.
      But this has Facebook in a Beacon-like
      situation again. My profile is leased to them
      for commercial purposes but I still control it.
      That has to be paramount and this breaks that
      "rule." Again, nothing to do with Hubspot. It
      can stay up as far as I'm concerned. This
      really is a matter of principle. You guys rock.
      This idea doesn't.
      • Agreed!

        I agree with you. I listened to the whole show, which refined my thoughts, and I just blogged about this issue at the HubSpot Blog ( to solicit some response and opinions.
  • RE: Announcing CRM Playaz!

    Awesome, I am sure this format will become a mandatory bullet point for everybody interested in CRM 2.0 (noticed my favorite Buzzword?).

    Can't wait to see you on the video stream that you promised :)

    To contribute a little to the discussion about CRM 2.0 vs. Social CRM, I think you are right - in a couple of years this will just be called CRM again... Although I call it "Customer Relationship Model" in my Thesis because I connect the word Management with an unidirectional command and control system. That contradicts to the two-way conversations in CRM 2.0.

    Cheers from Switzerland,
  • Great start guys!

    Pilot was a great start. Looking forward to future installments, especially for your "Open Season" format. Q: Will you also rake people who leave comments mentioning their own companies (as you promise to do in "CEO's Corner")?
  • RE: Announcing CRM Playaz!

    Click & Clack meets CRM. Very fun.
    rand schulman
  • RE: Announcing CRM Playaz!

    Brent and Paul,

    A strong start, well done!

    Brent, you are a natural at this, articulate, easy to understand, with a humorous side which keeps the show moving. Paul, you bring intensity of making customer relationships work in your comments and discussion. Together the combination is great.

    I agree with the previous comment that this pilot is reminiscent of Click and Clack of PBS, who are hilarious to listen to on Saturday mornings.

    I look forward to more episodes and I am going to get my entire Intl Business class to listen every week as part of their education on CRM.

    Well done gentlemen and I wish you all the best with the CRM Playaz!

  • RE: Announcing CRM Playaz!

    Great pilot show Brent and Paul. Hats off to you both for making CRM so much fun.

    Ideas for future segments:
    - CRM CEO tweet-off name that rapper game
    - 6 degrees of @BrentLeary (a la Kevin Bacon game)
    - AND Fantasy Football Facebookies (I'll put 2 thrown sheep on Dawgs in the 09 Sugar Bowl)

    Good times! :)