CRM Magazine Blog

Enterprise 2.0: The Results Are In #e2conf

Jessica Tsai — Thu, 05 Nov 2009 00:09:31 +0000

In their afternoon keynote session today at Enterprise 2.0, cofounders of consultancy Information Architected Carl Frappaolo and Dan Keldsen shared some preliminary findings from their latest report in partner with The 2.0 Adoption Council. Unlike Web 2.0 applications, enterprise 2.0 solutions don’t necessarily enjoy the luxury of rapid viral adoption; but unlike typical enterprise applications, [...]

Enterprise 2.0: 20 Capabilities of Collaborative Companies #e2conf

Jessica Tsai — Tue, 03 Nov 2009 18:18:55 +0000

Tammy Erickson, managing director at Enterprise solutions provider nGenera, kicked off this week’s Enterprise 2.0 Conference (which has, this year, expanded to reach both coasts with another in Boston) in San Francisco (You can follow @destinationCRM, or the hash tag #e2conf, for some live tweeting). Her morning keynote discussed the changes companies are facing as [...]

Getting Started at Enterprise 2.0 #e2conf

Jessica Tsai — Tue, 03 Nov 2009 16:30:14 +0000

This year’s Enterprise 2.0 Conference is taking place at the Moscone Center North in San Francisco (hear that, cabbies?). Tweeting about the event? Use the official tag: #e2conf Couldn’t make it to the event? Never fear! There’s plenty of ways to catch every beat: Enterprise 2.0 Blog Facebook Twitter LinkedIn Mailing List There IS wireless Internet! Hoorah. No password, just connect to e2conf_voicecon. Expo [...]

GUEST-BLOG: Comparing NetSuite and Salesforce.com

Denis Pombriant, founder and managing principal, Beagle Research Group — Sat, 31 Oct 2009 01:38:44 +0000

By Denis Pombriant, founder and managing principal, Beagle Research Group I was at a user meeting with NetSuite in Boston earlier this week. The company has bought two companies since going public in 2007 — OpenAir in 2008, and QuickArrow in 2009 [see below for more detail] — both of which support the professional services market. Generally speaking, companies sell [...]

What Best Buy Knows About Customers #FCF09

Lauren McKay — Thu, 29 Oct 2009 16:21:02 +0000

“One reason Best Buy has been around for 43 years is that we have been able to evolve,” said Barry Judge, Best Buy’s Chief Marketing Officer at Wednesday’s Forrester Consumer Forum (#FCF09) in Chicago. It’s a tough landscape, especially with competitive retail giants Amazon.com and Wal-Mart delivering consistently low prices on electronics. So how does [...]

What Pizza Hut Knows About Customers #FCF09

Lauren McKay — Wed, 28 Oct 2009 16:11:48 +0000

Bob Kraut, vice president of marketing communications, took the stage yesterday at Forrester’s Consumer Forum in Chicago with his iPhone in hand. After introducing Pizza Hut’s native iPhone application, he did what most attendees were hoping he would do. “I’m going to order a pizza to the conference,” Kraut said. Kraut, whose background is in advertising [...]

RightNow Introduces New Strategy for Customer Experience

Christopher Musico — Tue, 27 Oct 2009 12:00:41 +0000

The sun hasn’t even risen yet here in Colorado Springs, Colo., but RightNow Technologies is already pulling back the shades on what many have been wondering about since its acquisition of HiveLive back in early September. The cloud computing vendor officially unveiled its November ’09 release this morning, including its debut of RightNow CX, a multichannel [...]

Eric Across America, Part V: JetBlue Levies a Penalty?

Eric Barkin, Speech Technology magazine — Mon, 26 Oct 2009 13:54:35 +0000

Previous posts: here (Part I), here (Part II), here (Part IIb), here (Part III), and here (Part IV) Wherein Our Hero Fights for $100 at the Heart of the JetBlue Contact Center I got an agent after a few minutes on hold — maybe five or six, but now that I was in full meltdown mode it [...]

CRM Coverage at RightNow Summit ‘09: What You Need to Know

Christopher Musico — Mon, 26 Oct 2009 12:32:42 +0000

CRM magazine will be on the scene at this year’s RightNow Summit, RightNow Technologies’ annual user conference, in Colorado Springs, Colo. The main conference begins Tuesday morning — expect stories on our Web site this week covering keynote speeches and panel discussions. In the meantime, be on the lookout for blog posts from my one-on-one conversations [...]

A List of Lists, Twitter-Style: The 20 (or so) People Followed by the Most Lists

Joshua Weinberger — Sat, 24 Oct 2009 05:53:48 +0000

You may have heard that Twitter has recently added a Lists feature, rolled out in beta format to an unknown-but-limited number of users. As proof of how arbitrary the selection process must have been, I was one of those users. I’ve been building Lists ever since. I oh-so-quickly discovered two things: that, as you create them, your [...]