by Scott Nelson | September 19, 2011 | 2 Comments
We are in the middle of planning our agenda for 2012. We have lots of exciting things that we are planning to look at, but I feel that it is important to get our clients perspective. What sort of challenges would you like to see some research on? What emerging technologies have you perplexed? We [...]
Category: CRM Strategy Tags:
by Scott Nelson | August 11, 2011 | 3 Comments
I recent study said that 64% of all small business did not see any value to using social media. But 50% said that they could live without word of mouth. (Here’s a link to an article on the study http://mashable.com/2011/08/09/small-businesses-social-media/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+SocialCRM+%28Social+CRM%29). My first reaction, to be honest, was “Wow!”. I found the results interesting, if not [...]
Category: CRM Strategy Social Media Strategy Tags:
by Scott Nelson | August 9, 2011 | 2 Comments
I recently took one of those customer service surveys that businesses give you sometimes. This one was from a casual dining restaurant. It asked all the normal questions, such as “how was the food?”, “was the wait staff courteous?”, “how long did you have to wait?” They also had a few odd ones, such as [...]
Category: CRM Strategy Customer Service Tags:
by Scott Nelson | August 4, 2011 | 4 Comments
The science of simulation has come a long way in recent years. Complex areas such as weather forecasting and market simulations are becoming better and better, in spite of the fact that it seems they can never forecast the weather accurately the one day you need it. And while it still is not the stuff [...]
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by Scott Nelson | July 28, 2011 | 3 Comments
Everyday my inbox is filled with PR firms sending me press releases. They normally have the same format, which goes as follows; “Company X, the leading vendor of Y, is pleased to announce that they are now a preferred partner of Company Z. The combined product offering will make them the leading solution in the [...]
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by Scott Nelson | July 27, 2011 | 3 Comments
I have been a practitioner in the ranks of CRM for a long time, in fact, since before it had that name. 16 years at Gartner. 8 as an end user before that. And in that whole time, the “M” in CRM, “management”, has always bothered me. I never liked that word. I don’t believe [...]
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by Scott Nelson | July 26, 2011 | 1 Comment
My colleague, Adam Sarner, and a team of analysts, have just published the updated Social CRM Magic Quadrant (http://www.gartner.com/resId=1751130). This is such a hot, rapidly changing area that clients are asking all the time about vendors in this space, and this piece of research does a nice job of summing it up in one place. [...]
Category: Application Strategy CRM Strategy Tags:
by Scott Nelson | July 26, 2011 | 4 Comments
Earlier this year I bought a new car. It was the same make as my previous car. This was the first time I had ever done that. Now don’t get me wrong, I have had other cars that I liked very much, but when time came to trade it in, there was nothing that particularly [...]
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by Scott Nelson | July 22, 2011 | 4 Comments
This blog is a bit weird. I acknowledge that up front. It also will take me a bit to get to what I am thinking. Bear with me. Like many people, I enjoy the game Angry Birds. For the few people who don’t play it, the idea is simple. You launch birds at obstacles that [...]
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by Scott Nelson | July 21, 2011 | 3 Comments
Every day a lot of information on technology comes across my desk. After all, that is my job (as well as my favorite hobby). In any given day you will find me reading about BI, consumer devices, big data, IT horror stories, etc. The interesting thing is that in fact, they all are really CRM [...]
Category: Application Strategy CRM Strategy Tags:
