Customer service is something that affects me. And you, for that matter. We bitch about it, are delighted by it if its good, even though it should be expected to be good. What is absolutely apparent... The award winning, edgiest CRM blog on the planet. The industry, the concepts, the news from CRM a...

I'm home sick with a flu of some sort. Its been knocking me out and I've been trying to work a bit through it but its been hard. With that context, consider this scenario: There is a place in... The award winning, edgiest CRM blog on the planet. The industry, the concepts, the news from CRM at the S...

I saw an item posted a couple of weeks ago on MyCustomer.com, a site that I think I've told you has the best content on CRM in the world - literally. Its sensible, organized, devoid of crap and hype... The award winning, edgiest CRM blog on the planet. The industry, the concepts, the news from CRM a...

Every year, the night before the Susan G. Komen Race for the Cure, which I've been a part of, I lay in bed thinking "why am I DOING this?" its hard, the weather is going to be hot, I have... The award winning, edgiest CRM blog on the planet. The industry, the concepts, the news from CRM at the Speed...

As Denis Pombriant and I were ruminating at the National Pastime Sports Bar at the Gaylord Hotel and Convention Center, we concluded that for some reason, perhaps just ordinary corporate brain freeze, it took 'til this year - the glorious, blackcurranty with hints of pepper, spicy, long finishing, 2...

Got to see Michael Maoz (Gartner's superstar analyst) both hanging out and presenting at the SAP CRM Theater. Aside from just the sheer pleasure of seeing someone I count among my special friends, he did a GREAT job at the presentation, unveiling some new material on CRM and the social actions of th...

Doc Searls wrote a crystalline explanation of what vendor relationship management is in the Project VRM blog yesterday, which got me to thinking. Is there a difference between CRM 2.0 and VRM? If there is, how much does the difference matter? If there isn't, should we call CRM 2.0....duh.....VRM? (f...

As you know, I've always been adamantly opposed to negative campaigning. I don't mind honestly critical thinking - in fact I welcome that - and I don't mind a battle on the merits of something. But I really don't like it when one company trashes something. It gets particularly painful when companies...

I'm leaving from San Francisco right now. Just spent four days - with much of it focused around the "One World" release of NetSuite - which Zach Nelson, CEO of NetSuite, called the most significant release of NetSuite since its inception. But more on that in a minute. I've always like NetSuite - and...

I sat down with a good man the other day - sat down via the phone (though the phone on my butt hurt) and the web, that is. That would be Derek Grant from Pardot, a company that does, interestingly enough Enterprise Marketing Automation on demand. He is a fine human being and the company seems to be ...