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INSIGHTS

Tech Real Estate Grab Headed to a Small Town Near You

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...

INSIGHTS

The Great Re…tirement

CRM has become big enough to generate a significant shadow. When an idea like putting customers in the center of our universe takes hold, we see ripple effects everywhere in the culture. Nobody wants to be in favor of something else. But other times, CRM gets blowback from new trends. Such is the ca...

INSIGHTS

Dreamforce NYC Was Un-CRM-Like and That’s Okay

Salesforce held its Dreamforce NYC on schedule in early December, which you might have missed because of other news like Omicron and the looming chaos of the holidays. What was so interesting was how un-CRM-like it was.

INSIGHTS

This Year in CRM

It's okay to give ourselves kudos for CRM's resiliency over the course of the pandemic. We did a heck of a job keeping most of the balls in the air. Oracle, Salesforce, and many other CRM vendors continued innovating for the pandemic, but they also began innovating systems for what happens afterward...

INSIGHTS

The Great Sales Methodology Debate, Solved

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...

INSIGHTS

Fixing Customer Service Will Require Better Tech

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 ...

INSIGHTS

CRM’s Levels of Abstraction

There are three levels of abstraction that we can study to derive benefit, and this is abundantly clear in CRM. First there's the object, a material product or service that is the thing we trade money for. Then there's the experience, see where I'm going? Lastly there's the concept.

INSIGHTS

Salesforce Is No Longer Just a CRM Company

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...

INSIGHTS

Next Normal, Too Soon?

It isn't just the pandemic that's shifting society; other macro events add an important dimension and all of it influences the direction of CRM for the foreseeable future. But a key question looms: Are we still too close to these events to be able to make sensible predictions about how and where we...

INSIGHTS

CRM’s Virtuous Circle

First, cloud-based CRM democratized business information, then it erased the distance between customers and vendors. Now it is poised to expand into other areas with similar democratizing opportunities. I am speaking about how we work -- at least those of us in the knowledge economy -- but there's a...

INSIGHTS

Salesforce Season

There may be two Salesforce seasons in a year -- the one we're finishing and one that happens just before Dreamforce. Roughly speaking, these seasons happen when the company disgorges a raft of new technologies both to update existing products and to bring forth new ones. This season covers a lot of...

INSIGHTS

Working From Wherever

It seems the digital disruption is being disrupted. If the original disruption was about leveraging company data to better understand customers and to meet them where they are, the new disruption depends on all that plus supporting worker efforts wherever their lifestyles take them.

INSIGHTS

Next Step in the Birth of an IT Utility

IT has not been simply about data processing for a long time. Recent data breaches show the increasing importance of things like encryption, automated database management, and taking security measures to safeguard vital data. All of that is necessary overhead that must be supported by CPU cycles. Th...

INSIGHTS

Have Consumers Changed Character for Keeps? Not So Fast

Various CRM vendors have been issuing interesting survey results from the pandemic that purport to show the "new normal" in full flower. Salesforce did so recently, and now Oracle is getting into the act. While the data generated from these and many other surveys is interesting, and drives much disc...

Elon Musk's Dec. 2 action to release The Twitter Files: Approve or Disapprove?
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