Mike Boysen

Social CRM for CRM’ers

As a grizzled CRM veteran, you probably have mixed feelings about all of this touchy feely stuff like the social customer and social business....

Like Dimples On a Golf Ball – These Are The Silos of Social CRM

If you look at CRM like I do, one of the things on your radar screen should be the identification of silos in a...

Jack Be #Nimble, Jack Be Quick

…Innovation creates a hockey stick — as in market growth. If the rest of the “sCRM” world doesn’t react quickly, they could miss out. I just...

Syndicated Blogging – Don’t Be Where Your Readers Be

Along with many of my blogging peers, we are syndicated across a number of CRM related properties. Sounds great, doesn’t it? More readership means...

The Future Business, The Future Customer, Future 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 Social Customer vs The Jobs People Do

I think we've come to a critical juncture in the discussion about the Social Customer. It seems that we keep focusing on the customer...

The Ultimate Social CRM Question

What Does the “s” Mean in  sCRM? Did you notice anything? I used a lowercase “s” because it’s time for the hype to be...

The Social Customer – Complete Control or A Level of Control?

I’m not going to quote it directly, because even 140 characters seems long-winded these days, but I believe Paul Greenberg’s tweetable definition of Social...

Be A Nimble Organization – Social CRM With Potential

We've been all over the social customer and the social business to the point now where it's becoming annoying. Frankly, if you're a business...

Spaghetti And Meatballs Is Great For Dinner – How About Some Sauce?

Some of you may be wondering what all of this outside-in process stuff is so I thought I would try to paint a simple...

P90X – Proof That You Must Be 100% Customer-Centric To Keep Advocates

Today I finally got off my fat butt and decided to formulate my plan to get back into shape. I’ve been fit most of...

What Does a Growing Company Look Like and Do You Want To Be One?

Most people who start or own a business want it to grow, that’s pretty safe to say. The problem is that most people have...

CRM – The Long View

I’m in CRM for the long haul, are you? Have you been here for awhile? Do you plan to be around for awhile? Are...

Can The Central Problem Here Possibly Be Social?

These days anyone hanging out on twitter or in the blogosphere is is being bombarded with the word social. OK, the CRM 2.0’ers lost...

Since Customers Always Lie, Maybe You Need To Look For Answers Somewhere Else

Or maybe it’s Prospects always lie. Either way, I’m using it make a point. If you call all you customers and ask them if...

If it smells like Spam

The first thing I notice about an inside-out company is when I experience their CRM practices. The first time I meet them (as a...

Observing Customer-Centricity From An Outside Perspective

Ever since I began aligning my thinking to customer-centricity and an outside-in approach to life, I’ve seen good and bad examples everywhere. Gee, you’d...

To Measure Customer Engagement or Customer Disengagement? That Is The Question

The new Social CRM frameworks being bandied about are talking about customer engagement models under the premise (in some cases) that this is an...

Your CRM versus My CRM – Which One Is Better

I know what most of your are thinking.  You’re going through your personal list of issues with your implementation of: Microsoft CRM Salesforce.com SalesLogix Goldmine...

Is Social CRM The Key To Innovation?

We all want our businesses to grow and most of us can agree that growth comes through innovation. To innovate, a company must understand...

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