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« Customer Ownership: Relationship? Conversation? Simply Put. SCRM is not VRM. Simple Being the Operative Principle | Main | Dissecting the Man Purse - A Real Life Customer Experience Map »

April 26, 2010


charles david sandals

Interesting article. Were did you got all the information from... :)

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Great article! thank you for sharing it with us!
After over 20 years experience with CRM systems in the pharmaceutical and medical industry, Adami Systems learned what the clients satisfaction means.
thank you again for the article!!!


Greeting Paul. It has been awhile since we spoke.
Here is a great CRM story I wanted to pass along to you. It sounds like this blog post is a good place to highlight it:

Paying it forward: Thanking #Doubletree #Fayetteville with donation to the USO #uso #hilton #armedforcesday


very nice posting

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I like your post. Its really knowledgeable. keep up good work!

Wendy Soucie

Paul, I have just started to really follow you in all your public social spaces and enjoy your thought process and discussions. I am on a journey more recently with SCRM but with a lifetime of CRM and sales, business development and relationship building in my field.
Recently someone asked me who I thought were my largest supporters in life and business. My husband being #1, I struggled a little with building the list. It has bothered me. It's a little of the "what have I done that has provided enough value and contribution to earn that perception" as you mentioned. But its also that its hard to know the impact of connectivity. In my recent use of socialCRM tools (working on Xeesm right now) I hope to explore this a little more for the business side. In the meantime I am working on my entire list. I hope that I can feel as you do - working and doing business with all my friends.

Francine Gomez

agree....nice post...thank you is something that we really really want to say...a form of appreciation that we usually miss to say..because it's either we're too busy or we're just too busy...

Steve Diamond

Paul--You are a super califragalistic human being and our lives are richer for having you in them. That is so NOT BS. Fantastic post! Thanks for showing this side of your personality, which is so endearing, to us all. Rock on!


Paul - this is an absolutely fantastic post! Wow. In fact, I think this may be one of the best posts on social CRM that I have ever read for several reasons:

1. It made the social part of how we do business real - with context, emotion, and real names (not supplier A and customer B). I wager you'd be embarrassed to ask some of these people about their wife and kids (by name, and maybe their dog too) just because you found the information in your database. I believe that Deep down, social CRM isn't about collecting more information about people from around the web in order to deliver customized messaging, its about engaging with people to develop more of these kinds of relationships throughout your career.

2. This hit you - smack in the face - after three days of interaction with these people. Doesn't it often happen this way? We get a killer recommendation that lands us a job / contract or some "chance" introduction that changes our careers... can't social CRM (focus on the RM part) help us increase the frequencies of these events, and help us plan for them? Again, I don't mean in an artificial way, I mean in a systematic way that enables you to continue dialog and developing relationships like these beyond the conference...

3. Isn't it better? Isn't that what new business is about - developing deeper personal relationships with people and being able to recognize them for being REAL people who make a difference in your life.

I'd love to invite you to discuss how we're trying to capture this through our startup Network Hippo (

Awesome post - thanks for sharing so openly and hope you don't mind if I continue to share!

Doug Cummings

Cool post.

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