Marshall Lager
It’s Beginning to Look a Lot Like Icky
Here in the Northeast (New York to be precise) we’ve just had our first big winter storm. It wasn’t as bad as predictions threatened, but it’s still made a mess of things. Ice and snow are now part of our daily lives, along with...
A New Look at Bad CRM
I was thinking today about the similarities between bad CRM practices and owning cats. I realize that telling you this and then writing about it may hurt my credibility, but (1) it’s true that I was thinking this and (2) I am really tapped...
The Social Part of Social CRM
Businesses are starting to understand the value and importance of a social media approach to CRM, if the calls I’ve been taking are any indication. That’s good, but sometimes I feel that for some people, the terms we use—social media, social CRM, Enterprise 2.0...
Only Bad Customer Service Is a Cost Sink
When budgets are tight, businesses tend to focus on cutting costs and reducing expenses. This usually leads to reticence on the part of executives to spend for new or upgraded business technology. Sadly, this is a case of being penny wise but pound foolish,...
Chattering about Salesforce.com
As usual, my patented, trademarked, hermetically sealed and hypoallergenic live coverage of this morning’s event (Dreamforce 09) will be appearing in the Twitter stream to your right. Follow @Lager if you don’t already, and I will be adding my analysis afterward in this space. If...
Here We Go: Before the opening address of Sage Summit
Sage Summit has begun, even if the official welcoming keynote hasn’t yet been delivered. This is a customer event, y’see, so it’s fitting that Sage started by recognizing some of its more notable ones. In other words, it was the Sage Customer Awards Program...