Mike Boysen
Mike Boysen, Boysen
Transforming the experiences of customers and the professionals who support them
The Best CRM Article Ever Written
When the issue of value comes up in the CRM world, I find myself thinking back to the old Wendy's commercial where the little...
What is a CRM Consultant?
What is a CRM Consultant? OK, first let's talk about what most people believe is a CRM Consultant. They may believe, in the early...
Customer Experience-Can it be Directed from the Social Media Side (Silo) of the Business?
No more than it can be completely directed by a marketing or PR professional. So, who should be the Director of Customer Experience? ...
Social CRM Infographics-An Evaluation Framework
I'm feeling WONDERFUL today! How about you? Hi everyone, I'm so super excited to finally release my framework for evaluating Social CRM Infographics. OMG,...
Proof that CRM Fails 99% of the Time
How much are you paying for your sales reps to access your CRM / lead management system? $65/user/mo? $45? $35? If you answered...
Co-Creation Enablement Is An Innovation Engine
I feel the need to write a quick post on co-creation of value; a concept I really never even thought about until a...
Maybe Facebook Will Be The CRM Platform of the Future
In my post The Multimedia Social Thread or the Social Media Multithread I talked about how cool it would be if we were able...
Waiting For The Next CRM Feature
I was inspired by a tweet How Important is the Next New Feature in a CRM System, until I realized it was all about...
“The” CRM And “The” Mentality Behind It
Don’t ask me why, but nearly every day I feel the need to re-emphasize CRM strategy over CRM Software. It’s the same sick feeling...
Is Simple The Great Innovation?
Technology has gotten far more complicated over the years. I remember when I used to manage my own network. I had about 20 servers,...
Streaming Content Is Not An Innovation
Just because it’s new, means nothing. Ideas can fail. Innovation solves problems. It doesn't create them. If you care about the jobs people do, like...
Who Do You Engage in a Freemium Business Model? Everyone?
The Freemium business model has been on the rise lately (but it’s not new), largely due to the ease with which scalable cloud based...
Real Time Collaboration Platforms Help You Get Dumb as Hell
This started off as one of my typical attempts to generate debate in the Accidental Community the other day – just for fun. Then...
Let’s Define Engagement the Left Brain Way
Definitions. Worthless. Waste of Time. And I promise I won't retweet every day for the next year. Possibly worse than defining engagement is measuring engagement....
A Long Tail Look at CRM as a Platform
I’ve been reading a simple, yet really really cool book this week. It’s called Business Model Generation: A Handbook for Visionaries, Game Changers, and...
My Painful Journey from CRM to Social CRM
I was dragged kicking and screaming into the Social CRM fray – so, I apologize for the crudeness of this post, but I just...
Verizon Breaks Phones
If United broke planes, that would be really big news. So, it should be big news that Verizon breaks phones. I’ve been impatiently waiting...
Bringing Real-time Collaboration Into CRM
A long time ago, really long time ago, when networked, multi-user CRM became a reality, we all thought it was so cool that we...
Effective CRM
Social is so now…so get over it already! Something that we all learn over our careers, whether we admit it or not, is that the...
The Widgetization of #CRM
I’m a long time CRM consultant and architect, but I’m a fairly horrible CRM user. I know this for two reasons. First, I deal...