Voices of CRM:


March 8, 2010  3:56 PM

Altimeter’s social CRM research — open and free

Posted by: Barney Beal
social crm, Web 2.0

Ray Wang and Jeremiah Owyang at the Altimeter Group have recently published a report entitled " Social CRM: The New Rules of Relationship Management." Their new approach to research is "open research," meaning they've published it under the creative commons license and are asking the market to...

December 22, 2009  2:00 PM

The top CRM stories of 2009

Posted by: Barney Beal
call center software, CRM and Web 2.0, Microsoft, Oracle, Salesforce.com, SAP, social crm

As 2009 draws to a close (thankfully), it's time, as we do every year, to look back on some of the major developments in the CRM market. This year is not as easy as some. Gone are the heady days of CRM news, like in 2005 when all this took was throwing acquisitions, such as the

November 10, 2009  7:17 PM

NetSuite adds social ERP to social CRM, what’s in store for the market

Posted by: Barney Beal
NetSuite, RightNow, Salesforce.com, social crm

CRM platforms continue to get more "social" with NetSuite being the latest to integrate social media monitoring into its CRM product. The past year has seen a wave of integration and innovation with social...

October 1, 2009  9:32 PM

What does Google Wave mean for CRM?

Posted by: Barney Beal
customer service, Google, Salesforce.com, social crm

Invitations to Google Wave, the search giant's collaboration platform, went out this week. No, I didn't get one. Yes, I signed up for one. No, I don't take it personally. The Twittersphere, the Blogosphere and all those places where gadget-heads meet up to discuss the latest...

September 14, 2009  8:02 PM

Are customer communities really all that helpful?

Posted by: Barney Beal
Customer communities, Gartner, online service, social crm

I'm attending the Gartner CRM Summit here in Scottsdale, Ariz. this week and Michael Maoz opened up the show with a pretty compelling keynote laying out how the way businesses interact with their customers is evolving, how...

August 20, 2009  2:50 PM

Natalie Petouhoff and five strategies for social media customer service

Posted by: Barney Beal
customer service, online service, social crm

Natalie PetouhoffWhile many...

August 19, 2009  3:49 PM

CRM quotes of note

Posted by: Barney Beal
social crm

Summer tends to be a bit slow in the news business when it comes to the CRM market, which gives me a bit of time to catch up on my reading, both CRM and otherwise. In addition to thoroughly enjoying Haruki...

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August 13, 2009  7:37 PM

Social-ized CRM

Posted by: Barney Beal
social crm, social networks, Twitter

If you live somewhere in the United States there's a pretty good chance a member of Congress has been in your area holding a town hall meeting. And there's a pretty good chance you heard someone screaming that President Obama's plan for national health insurance was "Socialism" or "Socialized...

July 7, 2009  7:40 PM

CRM videos: Glengary Glen Ross, the social customer and ball tossers

Posted by: Barney Beal
CRM implementation, Salesforce.com, social crm

"Put the coffee down." I always loved that line, and that movie. I'm a fan of David Mamet's in fact. So, when I came across a YouTube video the other day by Wallstrip spoofing the famous Alec Baldwin scene from Glengary Glen Ross, I thought it was worth passing along. The video's been around...

June 16, 2009  7:31 PM

Antenna’s Dexterra acquisition and the CRM impact

Posted by: Barney Beal
Mobile CRM, mobile sales force, SAP

I saw yesterday that Antenna Software and Dexterra software are joining forces. Jersey City, N.J.-based Antenna is acquiring Bothell, Wash.-based Dexterra for an undisclosed sum. It...

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