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.
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,...
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...
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...
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...
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...
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...