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Internet Disrupted across Asia and Middle East as


Internet connections across the Middle East and Asian countries has been seriously disrupted after submarine cables were...
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Is Your Organization Experienced?


A few days ago, while reading Bruce Temkin’s excellent Customer Experience Matters blog, I came across a post announcing a new Forrester report called “The Customer Experience Journey.” In the post, Bruce included the following diagram illustrating...
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Do I stay or do I go? - when to change your CRM re


One interesting question that came up this week was ‘when is it right to change my CRM reseller?’ To position this a bit, a lot of CRM packages, Microsoft CRM being a good example, are sold through resellers and implementation partners rather than...
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Did I call it wrong?


Back in October I made a very downbeat assessment of the state of the economy and its impact on the CRM industry. While I winced hugely when Joel Spolsky announced the end of the tech recession back in February, a straw poll of vendors suggests that...
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Aurora: Making The Movie


When we set out to make Aurora we thought, “This can’t be that hard. We’ve made concept videos before.” But the complexity and ambiguous nature of the production process caught us by surprise, challenging us far beyond our expectations. From a...
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Featured Ideas on CRMFYI


Since its introduction in 2006, the Salesforce IdeaExchange has been a powerful source of customer involvement in improving Salesforce.com. Part of the success of the IdeaExchange has been opening the mic and letting every person have their say. ...
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