David Sims

Murder: The Case of the CRM Autopsy

CRM projects can die in many ways. However, more often than it might appear, CRM is actually… murdered: The sheet is pulled back from the corpse on the gurney in the examination room. The CEO's stomach clamps up. "It's… it's him," he says as his...

Hell CEO Mephistopheles Explains Dell Customer Service

Ever wonder about some of the great customer service SNAFUs? Like, for instance, why Dell has such a terrible reputation for customer service, and did it arise from that notorious Dell customer service meltdown in the summer and fall of 2006? Who, you ask...

CBM News: Salesforce.com Helps Obama Listen to “All Of America – Both New York...

A good morning to you Faithful Listeners here on Radio CBM 98.6. Temperatures remain below freezing here in the capital city, and today's song dedication is Dino's Christmas leftovers, "Baby It's Cold Outside," going out with love to Al Gore from Louisiana strawberry farmers....

Proper Customer Service for Dead People

I can't tell you how many times people come up to me and say "Dave, just because somebody's dead, is that a good reason to give them heartless customer service? Huh?" Here in New Zealand there was a tragedy on the Fox Glacier last week....

CBM News: Microsoft Discovers Something Called the “Internet,” Says it has “Possibilities”

Gooooooood morning and thanks for dropping in here at Radio CBM, 98.6 on your dial. Today's song dedication is The Rolling Stones' "No Expectations," going out with love to Barry O. from all your friends in the SMB sector. Barney Beal has a good piece...

What Is CRM?

Everybody who profits from CRM has his or her own definition of what it is. But everyone agrees on what it is not: CRM isn't about technology any more than hospitality is about throwing a welcome mat on your front porch. Liz Shahnam, CRM analyst...

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