Big Data Can't Fix Your Customer Service...

...Unless you are actually resolved to serve your customers well.

Topics: Analytics Big Data customer relationship management (CRM)

The Changing Face of the CRM World

I suddenly feel like Rip Van Winkle. Having been involved in the initial wave of Customer Relationship Management software back in the 1990s, I can't get over how much CRM has changed. Back then, the simple act of knowing your customers and prospects and imposing some process on how they were managed was revolutionary. This week, attending SugarCon 2012 in San Francisco, looking at the vendors here, and talking to the people who are deploying modern CRM solutions, that past time seems almost primitive. It's as if we were recording customer interactions on papyrus using hieroglyphics.

Topics: Social Enterprise CRM customer relationship management (CRM)