Mike Boysen

Your Secret Is Out – And Now the “Get Customer-Centric Quick” Industry Is Here

As with most things in life, that little secret you knew (and didn’t tell your friends) gets “outed” because something changed. Suddenly, your competitive...

Is Your CRM Vendor Social?

If your CRM vendor has a website, a blog and an online community powered by Lithium, you probably think they get the whole social...

What’s With The Complicated Social CRM Maturity Models?

Since becoming a reborn CRM consultant – at least how I think about CRM – I’ve always tried to look at a business and...

What Will Social Relationship Marketing Look Like?

Once in awhile I sit back and try to envision what certain functional CRM pieces might look like in the social world. For instance,...

The ROI of CRM (and Social CRM)

I will admit up front that I have never seen the ROI of CRM properly defined. Yes, that means that I have never classified...

The Answer to “Where Are the Social CRM Opportunities” is 42

What else is there to say. As consultants, we now have the answer to finding social CRM opportunities -- especially in the middle market. I'm glad...

The Social Components of CRM Part III

Due to a flurry of Murphy, the Social Components of CRM Part III had to be put on hold. Once things settled down, I didn't...

Comcast’s Inside-Out Business Process Means A Poor Customer Experience

I've been having my typical Internet, Cable Television and Comcast Digital Voice outages this weekend. Every time the season changes, and the temperatures with it, most...

The Social Components of CRM And Their Impact on How Customers Will Do Business...

Well, we got things going with Part I of the impact of the Social Components of CRM. I promised somewhat of a rollercoaster ride as we...

The Social Components of CRM And Their Impact on How Customers Will Do Business...

I asked the expert panel about how they felt the social components of CRM would impact they way customers do business in the future, and how. ...

Small Business CRM – What’s the Problem?

Even though contact management may have been the pre-cursor to the CRM wave, small business CRM seems to have gotten the short end of the stick...

Effective Social CRM

My journey from Effective CRM to Effective Social CRM is is a bumpy one, and the destination is unknown. As a believer in a customer-centric business...

Are CRM Consultants Leaving Value on the Table?

Or worse, are they taking value away from an unsuspecting client? CRM consultants leaving value on the table is one of my favorite topics to think...

The Face of Social CRM Consulting?

CRM Consulting Is To Salesforce Automation As ______ Is To Social CRM With all the hype going on lately, I began wondering what Social CRM...

The Social Employee and CRM Incentive Plans

How do we reward employees who engage the Social Customer? The Social Employee and CRM Incentive Plans....one of the many things I've struggled to wrap...

A Few Question That I Would Ask SRCM Paradigm Supporters

The access to Compuserve may have been limited, but we've continued to have this vehicle ever since. And it's the same concept. The volume...

The Social CRM Channel, Or A New Paradigm?

There are a number of very intelligent people out there who are calling the Social CRM channel a paradigm shift, and not reallychannel. The...

Collaborative CRM, Business and Politics

I was out running errands yesterday and, as usual for me, had the radio on TALK. That day, it was Rush Limbaugh. ...

I’m Just About Twittered Out

I've been involved with CRM and SFA for about 15 years now. A good portion of that time has been spent promoting, implementing and...

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