I’m Back at Where it all Began

Who says you can’t go home again? When I first started this blog back in 2007, I had no idea what it might become. Now, after six years, hundreds of posts, and a few “owners” later I am back working with a lot of the team I knew while initially launching CRM Outsiders. One of … Continue reading

1-800-FLOWERS commits the cardinal sin – again

Building a customer relationship starts not with CRM but with a good product or service, and the ability to deliver it. That’s the foundation of your business. If you fail at that foundational aspect of your business, no CRM program’s going to save you. That said, I have just identified a company that is on … Continue reading

Retention prevention: Charter axes social media support

Social media-enabled service is a trend whose value seems painfully obvious: if someone’s asking for help from your company on Twitter, LinkedIn, Facebook or Google +, it’s a smart move to respond to them for a number of reasons. First off, they’re customers, and they have a problem. That should be reason number one. Second, … Continue reading

The Top 20 CRM Blogs of 2012

You want to learn about CRM, or you want to refine and expand your understanding, but you don’t know where to start? Well, the blogosphere’s one good place to start learning, but it’s become a crowded, confusing place, clogged with blogs of disparate quality and written by people with motives that are less than mostly … Continue reading