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HBR

The Long Retreat Up Market

The Long Retreat Up Market

By Denis Pombriant on May 18, 2011

SAP is holding Sapphire, its annual user meeting in Orlando this week.  Sapphire is one of the premiere events on the IT tradeshow calendar along with Microsoft Convergence, Oracle Open World, Sage Insights and Salesforce.com’s Dreamforce.  These events each draw tens of thousands of people from around the world and each has a distinctly different […]

Posted in Business, Featured Posts | Tagged CRM, Dreamforce, economics, HBR, microsoft Convergence, netsuite, Oracle OOW, Sage Insights, salesforce, sap, SAPPHIRE, sapphirenow, workday

Your Customer Service Duty

Your Customer Service Duty

By Denis Pombriant on March 8, 2011

There’s good news for any manager who has grown exasperated with trying to delight customers through “over the top” service.  You may be working too hard and the benefits are not forthcoming.  We’ll do anything to keep customers because they tend to buy more from us and the cost of replacing them if they leave […]

Posted in Trends & Concepts | Tagged CRM, customer service, Harvard Business Review, HBR

Analytics Is the Social CRM Secret Sauce

Analytics Is the Social CRM Secret Sauce

By Denis Pombriant on November 3, 2010

A lot of information is coming together this quarter that begins to put new spin on Social CRM.  While we’ve all been busy getting networked in our personal lives and professionally, a huge mountain of data has been accumulating that will make our work in social technology more valuable. Last week Harvard Business Review released […]

Posted in Featured Posts, Technology / Software | Tagged analytics, CRM, customer sentiment, harvard, Harvard Business Review, HBR, SAS, secret sauce, Social CRM, Social Media, technology | 1 Response

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