Marshall Lager
Marshall Lager
CRM Evangelists
Marshall Lager has been writing about CRM and related topics since 2005, first as a journalist for CRM Magazine and then as an analyst and consultant. He has worked at Informa and G2, and as an independent. Specialties include customer experience, B2C, customer journey mapping, and finding the humor in our sometimes dry and dour field.
Customer experience, via Ciboodle
Customer experience is a term that covers a lot of ground. Some get into the meta-experience of being a customer in a world where...
Sage Moves Forward with Cloud Services, New CEO
I recently had the pleasure of attending Sage Analyst Day 2011, hosted in Boston on February 9, 2011. A select group of industry watchers...
Message Perspectives: Salesforce.com
As promised, here's my evaluation of Salesforce.com's messaging, as compared with that of RightNow Technologies. This is the continuation of a previous article, so...
Dreamforce 2010 Summary
Note #1: This is not the second part of the comparison article between RightNow Technologies and Salesforce.com. I'll write that next. Note #2: A disclosure....
Message Perspectives: Sage and Nimble
(Disclosure: Sage is a former client of mine.) A theme running through the CRM industry’s discourse lately is that of social CRM. This is a...
Do You Follow?
(Classic film note: When considering the title of this post, please try to hear it in your head as, “D’ye folla?”, in the voice...
Still Evolving
Last week a lot of very smart people gathered in New York for CRM Evolution 2010, and it was fantastic. Let’s start with kudos...
More Ciboodle, More SAS
So I took another briefing with Sword Ciboodle yesterday regarding its SAS-powered CRM suite for mid- to large enterprise. That makes something like four...
SAS and Sword Ciboodle Partner Up
You may have already heard the announcement from June 3 about Sword Ciboodle using SAS Realtime Decision Manager (RDM) analytics in its new contact...
Stuff Is Brewing
Maybe “brewing” isn’t the most comfy-sounding word right now, as it’s starting to get awfully hot outside. But you can’t make iced tea without...
Brand Warfare Goes Social
I suppose we shouldn’t be surprised—if anything, the surprise is in how long we waited—that organizations are using social media to put pressure on...
Ask Not What Your Community Can Do for You
I’ve never been the most social guy, which makes it ironic that I make my living through consulting on social media. I’ll be saying...
What’s the Real Value?
It’s important for us to stay current with the best thinking in the CRM industry, which is why I try to read the output...
Social Media Happenings for February
There’s been a slight change of plans, readers: I was all set to give you a rundown of the great stuff that happened at...
Dare We Call It Social Security?
In the event y’all don’t read ZDNet, I’d like to direct you to a report by security firm Sophos about the rise of malware...
That’s Not What Twitter’s For
I ran across an amusing little incident (via MetaFilter) that happened recently in San Francisco, and I felt I needed to share. Members of...
What Financial Services Ads Don’t Say
We’ve been in this recession for a long time. What is it now, two years? (Answer: Yes. The National Bureau of Economic Research says...
Does Anybody Still Think Social’s a Fad?
The other day, I retweeted a short Social Media Today entry by Maggie McGary about some of the major effects social media are having...
Hey, Remember Me?
Sorry for my recent absence—I wonder what it says about my personality that so many of my blogposts begin with an apology—but I’m mostly...
Welcome to 2010. Brrrr.
So, after a less-than-spectacular 2009, we’ve arrived in a new year. And it’s cold. Really cold. Maybe it’s not that bad where you are, but...