Voices of CRM

We've moved

noreply@blogger.com (The Author) — Mon, 23 Jul 2007 06:55:17 PDT

Hey all,

For those of you who are looking for new Voices of CRM podcasts (and I'm sure there are thousands) we've moved the podcasts onto the TechTarget network.

They, and the RSS feed, which is why we set up this blog in the first place, can now be found at
http://voicesofcrm.blogs.techtarget.com/

Thanks.

-- Barney

Voices of CRM: Users give CRM tips

noreply@blogger.com (The Author) — Thu, 22 Mar 2007 11:28:48 PDT

At the Microsoft Convergence show, representatives from Cold Stone Creamery, Roland DGA and WellMark Blue Cross Blue Shield shared their advice and best practices in implementing CRM. The three practitioners represent different sides of CRM. Cold Stone Creamery's Heather Dorr is a senior manager for marketing. Bob McMahon is a senior business systems manager for Roland DGA and Jeff Beelman is a group leader for customer service at WellMark BlueCross BlueShield.

Getting processes and workflow right is a clear starting point.

Download this podcast here.

Voices of CRM: Seth Godin on marketing

noreply@blogger.com (The Author) — Thu, 01 Feb 2007 13:56:01 PST

Seth Godin, author of nine books, including the New York Times Bestseller, Purple Cow: Transforming Your Business by Being Remarkable, talks about how CRM has failed marketing, what marketers can learn from social media and his take on the market. He also questions the fascination with metrics in marketing.

Download the podcast here: Seth Godin, marketing guru and blogger discusses CRM, his books, social media and why marketers should not be overly concerned with metrics.

Voices of CRM: Oracle CRM chief Ed Abbo

noreply@blogger.com (The Author) — Fri, 08 Dec 2006 08:39:43 PST

Ed Abbo, Oracle's vice president of CRM products, discusses in this podcast what's to come in Siebel 8.0 and integrating Siebel with Oracle's other CRM applications. Abbo also shares his thoughts on the emergence of hosted contact centers and where innovation will come from in the CRM market.

Download the podcast here:

Voices of CRM: John Ragsdale on self-service

noreply@blogger.com (The Author) — Fri, 01 Dec 2006 07:09:56 PST

John Ragsdale is the vice president of research with the Service & Support Professionals Association, a longtime industry analyst and call center manager. In this podcast he discusses the future of self-service technology, it's evolution from a tactical to a strategic imperative and how vendors in the market are innovating. He also shares his take on highly customized "microsites" that allow users companies to create personalized pages for customer eservice and the growing importance of "click-to-call."

Download the podcast here.

Voices of CRM: Gartner's Scott Nelson

noreply@blogger.com (The Author) — Wed, 20 Sep 2006 06:40:46 PDT

Scott Nelson, Gartner analyst, discusses the future of CRM, new technology and the importance of processes in this podcast.

Download our conversation with Scott here.

Voices of CRM: Martha Rogers on Return on Customer

noreply@blogger.com (The Author) — Tue, 29 Aug 2006 06:41:17 PDT

In this podcast, Martha Rogers discusses Return on Customer, Customer Lifetime Value and how successful organizations interact with customers.

Download the podcast here:

NetSuite's Zach Nelson

noreply@blogger.com (The Author) — Mon, 07 Aug 2006 08:25:34 PDT

In our latest installment of Voices of CRM, Zach Nelson, CEO of NetSuite Inc. in San Mateo, Calif., talks about NetSuite's beginnings, the CRM market and the importance of integration between ERP, CRM and e-commerce systems. Nelson also discusses how NetSuite's approach differs from Salesforce.com, RightNow, SAP and Siebel.

Download our conversation with Zach here.

Purdue's Richard Feinberg

noreply@blogger.com (The Author) — Wed, 02 Aug 2006 08:01:58 PDT

Our Voices of CRM series continues with this podcast of a conversation with Richard Feinberg, director of the Center for Customer Driven Quality at Purdue University. Feinberg shares his thoughts on speech technology, Voice over Internet Protocol (VoIP), how companies are now paying for some of the mistakes of offshore outsourcing of contact centers and the best way to measure customer satisfaction.

Get Richard's conversation here.

SugarCRM CEO John Roberts

noreply@blogger.com (The Author) — Wed, 02 Aug 2006 08:00:29 PDT

In SearchCRM.com's latest podcast we talk with John Roberts, CEO of SugarCRM, who discusses open source CRM's present and future prospects, compares it to on-demand CRM and shares how he stays friendly with frequent open source foe Microsoft. Roberts is a co-founder of SugarCRM and has held sales and marketing positions at Epiphany, BroadVision, Baan and IBM.

Download John's conversation here.

Paul Greenberg on new media, CRM training

noreply@blogger.com (The Author) — Wed, 02 Aug 2006 07:58:49 PDT

In the second installment of our regular conversations with luminaries in the CRM market, we talk with Paul Greenberg, longtime CRM industry observer and the author of CRM at the Speed of Light, who discusses the history of the CRM market, the impact of new media and the essentials of CRM training.

Download our conversation with Paul here.

Microsoft's Brad Wilson

noreply@blogger.com (The Author) — Wed, 02 Aug 2006 07:56:50 PDT

In our inaugural podcast, News Editor Barney Beal talk with Brad Wilson, general manager of CRM at Microsoft, about his take on the market, hosted CRM, the news from Convergence and "the next killer app in CRM."

Download Brad's conversation here