Denis Pombriant

Contact management war revival

Two days in, September has been a busy month for contact managers. I haven't seen this much activity in years. On September 1, Sage announced its ACT! 2010 release and then Salesforce.com dropped a small bomb — as of today they're into the contact...

CRM Predictions for 2009

The year we have just started looks to be at least as strange as the one just completed. For me the big tip-off is that public companies have thrown their collective hands in the air and told the financial analysts that they can't even...

CRM and the Middle-Aged Simplifier

Harvard Business Publishing posted a very provocative blog entry by marketing guru John Quelch recently, you can read the whole thing here. Quelch's thesis is that the recession now upon us will accelerate consumer downsizing. That should raise alarms for vendors and for...

Economy Should Give On-Demand a Boost

The economic troubles we are all now experiencing will serve as a boon to the on-demand market. It makes good sense that as further pressure is exerted on company budgets and balance sheets that many will look to economize by reducing IT expenses,...

Product Innovation Is Wired Into Apple’s DNA, and It Shows

Apple has been held up as the poster child of ease of use and high value customer experience, but how did that all happen? My recent experience purchasing a Macintosh gave me a window into the answer. I have always had trouble setting up a...

The On-Demand Economy

The world is beginning to run up against significant resource constraints — the amount of arable land, available energy, peak oil, climate change and much more. What all these things have in common is the dawning realization that everyone can't have everything they...

The Night the System Played Santa: IT and the Front Office Create Magic for...

A long time ago, almost another lifetime it seems, I remember a customer describing his customers as the bottom of the food chain. That was well before CRM or anything like it existed. My customer's point, beyond the obvious, was that in our professional...

NetSuite One World

Last week NetSuite announced OneWorld, new technology that enables multi-national companies to manage their finances. If you are not a financial person, the distinction that the new offering provides may be lost, but let me tell you why you might want to care. Multi-national...

Automating the Suggestion Box

Starbucks' new My Starbucks Idea customer-community-let-us-hear-from-you idea shows how hard it is to do the social marketing thing and it also shows how corporations sometimes take good ideas and drain the life out of them and then present the morphed idea as the...

Make Your Company Easy To Do Business With

Make your company easier to do business with. That sounds simple doesn't it? Who would make their company harder to do business with, intentionally at least. Reminds me of the old FedEx commercial when the employee utters the punch line, "How...

It’s Time for CRM Suites to Recognize the Customer

CRM has been a stable tool set for many years because the particular combination of sales, marketing, service and support is a "just right" solution. In other words, it fits the need. But now the need is changing. The current suite of front-office applications...

Monetizing Streaming Media

One of the next things to look at in CRM might well be streaming media. Think about it. Sites like YouTube and many others have made it easy to author video content that can be consumed in numerous ways and the infrastructure...

It’s All About the Business Process Now

There was a short announcement on the wire that I thought worth paying attention to on Monday February 25, 2008 — today, as I write this. It said, "Market2Lead and ExactTarget announced a partnership to integrate ExactTarget's email messaging web services into Market2Lead's...

Oracle’s Single-Tenant Solution

When life gives you lemons, you need to make lemonade. At least that's the conventional wisdom, right? Oracle's announcement of a Single Tenant Enterprise Edition of Siebel CRM On Demand sounds like an instance of a company making lemonade (Single Tenant?) but...

Would You Buy Salesforce.com for $75?

I got wind of a rumor yesterday that went like this: Some high ranking people at Salesforce.com had approached Oracle to gauge Oracle's interest in buying Salesforce for $75 per share. A reporter wanted to know if I thought that was a...

Danger and Opportunity in Social Media

I have been giving a lot of thought to the challenges of social networking/social media over the last few months. Actually, I have been following the phenomenon since about 2002 when Diane Hessan, CEO of Communispace, first briefed me on her company. ...

Like On-Demand, the Social Web May Have Unintended Consequences for Businesses

Unintended consequences can be both good and bad. At their best, they are the serendipitous things that once in a while make a CEO look like a genius. At their worst, they can go by other names, like blow-back. Not long ago we decided to...

Communities Are the Real Story in Iowa and Your Business

At this point the results of the Iowa caucuses are reverberating around the punditsphere like the background radiation from the Big Bang. What happened in Iowa is incontestably good for democracy but I will leave it at that and concentrate on what I...

It’s Not Very Sexy, But You’re Going to Hear a Lot About Governance, Risk...

Prediction for 2008: three letters and a new category. They are—cue the drum roll, please—G R, and C, also known to occasionally stand for governance, risk and compliance. "What?" you say. "We already have solutions for Sarbanes Oxley and that's plenty." Yes, but SOX...

The Winner of the Next Presidential Election Will Be On-Demand CRM

The coming year in the United States should be a lot of fun for software vendors, especially those in the on-demand or SaaS space, and part of the reason might come—believe it or not—from the political sphere. At least two on-demand vendors, salesforce.com and...

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