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INSIGHTS

Why Tech Jobs Are Vaporizing

 January 30, 2023 frustrated computer user

Almost every major tech company is experiencing a round of layoffs, even though most are making good profits. Many people have never seen vast layoffs like this, so the honest question is, why is this happening...

competition for tech industry dominance

Don't Become a Fool in the IT Gold Rush

May 19, 2022

To give back to computer science education in a small way, I'd like to share my observations about determining the quality of instructional resources. Hopefully, those of you treading a similar path will learn the easy way what I learned the hard way
Coeur d'Alene, Idaho

Tech Real Estate Grab Headed to a Small Town Near You

March 2, 2022

The ongoing tech real estate boom shows vendors planting their flags in smaller cities where home prices are more affordable, and commuting is less a gladiatorial sport. Studies suggest that much of the higher salaries people command in big cities gets eaten up in housing costs, so moving to smaller...
sales presentation

The Great Sales Methodology Debate, Solved

November 9, 2021

Sales managers and their managers have had to make peace with the reality that they might not be able to get reps to use technology. But methodology alone or with technology is a more-or-less lost cause. Fortunately, the technology has improved consistently over the last two decades. Even more fortu...
CRM business success

Fixing Customer Service Will Require Better Tech

October 18, 2021

This is not good. A new report commissioned by Replicant tells a story of customers frustrated when service fails or is way too slow. That's not new -- and Replicant is not the only vendor to ring the alarm. For many years Oracle has reminded vendors that one bad service encounter is enough to make ...

Salesforce Is No Longer Just a CRM Company

September 20, 2021

Dreamforce happens this week, emanating from San Francisco and reaching out to the world via the global cloud computing network Salesforce helped to create. With that, this may be the last time to say with all sincerity that Salesforce is a CRM company. Truth be told, the transition has been ongoing...

Three-Part Evolution

April 30, 2021

I've been writing about the importance of platform as a tool and as a strategy for a while -- and not only with regard to Salesforce. I'd say most CRM vendors have a platform story; others like Oracle and Zoho come up as examples all the time. The difference with Salesforce is that it's looking bey...

Newslettering vs. Blogging

April 16, 2021

Newsletters have become popular over the last few years; and especially over the past year during you-know-what when in-person meetings were taboo. Many companies are trying to figure out how to best leverage them, and new software platforms make it increasingly easy to produce one or more. What int...

Transitioning to Hybrid Commerce

April 9, 2021

Certainly, the pandemic has caused some upheavals in American business -- and it's true that the record of progress in economics is littered with creative destruction. But the absolutist prognostications about the future of digital commerce taking over the world made me think "here we go again." Tre...

CRM's New Normal: It's Complicated

March 29, 2021

As we slowly climb out of the Covid anis horribilis, advocates of the new normal (whatever that is) may wish to temper their prognostications about working from home or working from anywhere. While those are good ideas, and the new crop of CRM apps that support such hybrid work lives are genuinely c...

Misunderstood Loyalty

January 22, 2021

Both marketing and loyalty had delayed starts in the CRM world, and both exhibited traits of confusion among those charged with their rollouts; strongly evidenced by a lack of specificity in the early applications that carried their badges. Loyalty is back in the spotlight now; as multiple vendors h...

Who Values Value Pricing?

January 4, 2021

The idea that CRM products should be priced according to the utility they deliver sounds good, but it raises a lot of questions too. With value pricing, you might expect the cost of CRM to rise and fall as a business gets more or less use and value from its investment, but who gets to determine the ...

Salesforce Riffs on New Work Styles

November 30, 2020

Back in Q1 Salesforce threw out its annual plan and did a pretty good imitation of a startup or a jazz band. They developed products like Work.com and Salesforce Anywhere as solutions to the evolving need for systems that would help their customers cope with the pandemic. The products supported both...

I Might Differ

October 15, 2020

Last week my good friends Brent Leary and Paul Greenberg opened up their online show, CRM Playaz, to an executive roundtable discussion with some of the movers and shakers in our CRM world. Unfailingly, each speaker espoused the centrality of the customer and visibility through 360 degrees of custom...

Cultural CRM-ization

April 29, 2020

You can reduce the story of CRM to a lot of things, especially its many component parts. Social networking, cloud computing and analytics are mentioned often. We don't need an exhaustive list, but if we stop there I think we miss a lot. To me CRM isn't about the parts, although like most people foll...
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