ZDNet | Social CRM: The Conversation Blog RSS http://www.zdnet.com/blog/crm/rss en-us <![CDATA[CRM Idol 2012: The Candidacy Period Midway]]> For many years, influencers/analysts have heard the a clarion cry from small CRM companies:

You guys only cover the big companies and never give us coverage
You guys don’t respond to us
You never review us
We have no idea how to go about getting involved and could you guys give us some advice on how to get the [...]

]]> <![CDATA[Lithium: On the path, running...]]> Lithium is becoming a major player, even beyond its size, and will become even more important as the days go on. Here’s a look at the conference, the product and the company.

]]> <![CDATA[SugarCRM: No sweet jokes, please, but it really is...]]> I continue to be impressed with SugarCRM, year after year, time after time.

]]> <![CDATA[CRM Idol 2012: The Second Season is Here! Cue the Music.]]> Okay, I’m done teasing.  Without further ado, welcome to CRM Idol 2012.   The submission period opens today.  We are pumped and we are ready to roll this year. Without saying this to hype it (mostly), we think that this, our second season, will be more exciting and bigger than last year - and have more [...]

]]> <![CDATA[Once again into the breach...of trust: United Airlines manages to do it again]]> Cost efficiencies are fine, but not at the expense of the customers — especially if it involves a serious service issue that can be at least mitigated by something that already had a proven benefit.

]]> <![CDATA[The Little Things that Serve #1]]> About a week ago I wrote a post called “The Little Things That Serve.”  I mentioned that I wanted to start an ongoing series where any of you who want to write in could tell me customer service stories and then give me your idea on the best or worst practices derived from the experience [...]

]]> <![CDATA[Announcing CRM Idol 2012, Watchlist 2013 and More]]> I’m realizing, as I get older and, of course, wiser (heh heh), that Twitter isn’t the best place to make announcements, though it isn’t bad either. I’m not getting the response I want to a number of things and this year, I’m really anxious to get people and companies and, if you actually [...]

]]> <![CDATA[Microsoft - Convergence at Last?]]> Microsoft has reached a turning point - and made the turn. They are launching their “dynamic businesses” strategy with a confidence that they haven’t shown for several years and it suits them well. With their commitment to their new UI/UX and the growth of their business apps unit (in particular CRM) we are looking to see Microsoft back center stage. But there are concerns….

]]> <![CDATA[The Little Things that Serve: A New (Ongoing) Series]]> The beginning of a series on “The Little Things That Serve” - analysis of small customer service stories - good and bad by those who tell them. So businesses can learn. Please take the survey at the end of the post

]]> <![CDATA[SAP Hires Sameer Patel: Thought Leaders in the Enterprise]]> Tuesday morning I officially heard that Sameer Patel, one of the key thought leaders in the collaboration space and one of the few who understood the convergence between collaboration and Social CRM, became the SAP Global VP, Enterprise Collaboration and Social Software Solutions. Thing is,  he is also a very dear friend of mine, someone I [...]

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