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Lessons from the back of the napkin


Tuesday’s event with Dan Roam was a lot of fun. He joined us at Adaptive Path to speak about his book The Back of the Napkin: Solving Problems and Selling Ideas with Pictures. Dan is a warm, funny speaker with a wealth of stories about using...
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Best Practices in Campaign Management


Now that we’ve covered the basics of how campaign management works in Salesforce how do you get the most bang for your buck? Here are some suggestions to get you...
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CRM - buyer beware


I was talking to a salesman the other day about a sale he’s working on. We discussed his potential client’s requirements, and I asked him what pricing he was putting forward. The figure he came up with was considerably less than I would have...
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Why vendors may learn to love independent CRM cons


I get the impression that most CRM vendors are at best deeply suspicious of CRM consultants. Not surprisingly, as a CRM consultant myself, I’d argue the negative impression is undeserved, and that we provide considerably more benefit to vendors than...
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Customer Experience Index Scoring


Continuing with the 4th in a series (#1) (#2) (#3) discussing Customer Experience Indexing (CEI) as a way to measure, plan and act on customer feedback. Again, thanks to those who have offered comments and questions so...
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Adobe Embraces the Cloud - Hazy Days Ahead for Mic


Yesterday Adobe announced Acrobat.com - a new set of collaborative apps available online that allow users to create and share documents and PDFs, host web meetings and much more. The announcement received significant attention from the press and...
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