This is the final installment of a three-part series on what CRM is quickly evolving into: EAI and business process management (BPM). In parts one and two we examined the overall trend and discussed EAI. In this column, we’ll look…
This is the second installment of a three-part series on what CRM is quickly evolving to be: EAI and business process management (BPM). In part one, we looked at the trend in broad terms. Here, we’ll look at EAI in…
Your reactions to my recent trilogy about the death of the CRM software fad were voluminous. The recurring question was this: “If the CRM-as-software fad is dead, what’s next?” In review of the current customer landscape, I’d say CRM is…
This three-part column is about the birth and death of the CRM fad. In parts one and two, we looked at the Internet fad and the early hype surrounding CRM. In this, the third and final section, we’ll look at…
This three-part column is about the birth and death of the CRM fad. In part one, we looked at the Internet craze, which in some ways helped spur demand for multi-channel CRM software. In this, the second installment, we’ll examine…
The CRM fad is now officially dead. May it rest in peace. Contrary to the writings of some industry pundits, the demise of CRM is not greatly exaggerated. It’s real. The party’s over. The fat lady sang. It’s DOA. Companies…
In the first part of this two-part series, we looked at Corporate Schizophrenia — the bizarre disease that causes companies to spend a fortune trying to engage, attract, and sell prospects, only to take extreme measures to avoid interacting with…
Many corporations exhibit bizarre behavioral extremes when dealing with consumers. Some businesses spend a fortune striving to engage, attract, and sell prospects — only to take extreme measures to avoid interacting with these same people after they become customers. In…
At the time of this writing, my teenage son has seen “The Lord of the Rings” no less than four times. I’ve seen it with him twice; the second time I brought along one of my daughters to see if…
These are strange times indeed. Much to my surprise, I now find myself on another team entirely in the classic creative (marketing) versus bean counter (accounting) versus nerd (technology) versus suit (executive) political landscape. I should start with a confession:…
