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This broadcast is from Orlando, then Naples, FL and finally back in DC & through wonders of digital, sounds coherent. Its all about SAP and their surprising turn to the light from the powers of grayness. While not perfect, it is inspiring to hear them talk collaboration, web 2.0 and customer insight - and to see what is the best execution of mobile CRM yet on any platform - apparently. I Read the News Today Oi Vey

1. SAP & RIM Collaborate To Develop Mobile CRM
2. IBM-Google Collaborate in the Cloud
3. SugarCRM 5.1 Improves Mobile & Reporting Analytics

Lists(less) A few curious things from SAP Sapphire. Ahem. Don't drop importance of Business By Design. Experience Matters My thinking on my experience at SAPPHIRE and the direction of SAP. Surprises galore. Amazing 180 degree change. And, of course, The Music

1. Intro: Got My Mojo Working from the album, The Lost Tapes by Muddy Waters. Buy it at Amazon.com
2. News: I've Got News from the album, The Wheel Man by Watermelon Slim & The Workers. Buy at Amazon.com
3. Experience Matters: Use Your Experience by Charles Bobus. Courtesy of The Podsafe Music Network
4. Outro: Rollin' by Maria Daines. Courtesy of The Podsafe Music Network

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Not much in the way of CRM news this week, so I spent the time on distinguishing VRM and CRM 2.0 - which to my surprise, is somewhat different; I recommend 3 books on CRM 2.0 or Web 2.0 methodologies and pan one; I use silver gleaming in the muck to describe a chart on Customer Value I found that's very good and how customer value works; add some new music too. I Read The News Today Oi Vey aka "The Word" The news is so scarce, that I discuss the differences between CRM 2.0 and vendor relationship management instead. Check out PGreenblog for the online version of this discussion. Lists(less> Recommending books - or trashing them is a dirty business, but someone has to do it. So I do it. Recommended

1. Groundswell by Charlene Li, Josh Bernoff - 4 stars
2. The Game Changer by A.G. Lafley & Ram Charan - 4 stars
3. Citizen Marketers by Ben McConnell & Jackie Huba of the excellent Church of the Customer blog - 4.5 stars (a little better than the show I think)

Highly NOT Recommended

1. Making Meaning by Steve Diller, Nathan Shedroff (who I highly respect) & Darrel Rhea - 1 star

Experience Matters In an incredible twist of fate, and at the level of Olympian irony, I speak of a great chart on what constitutes customer value that I revere that I found in....the one book I didn't recommend this week - Making Meaning. I equate it to the find this week by a Swedish 9 year old of 7500 gleaming silver XIII century coins in the muck of an ancient battlefield. and of course: Music for This Episode

1. Intro: Got My Mojo Working from the album, The Lost Tapes by Muddy Waters. Buy it at Amazon.com
2. The Word: Joan Jett
   "The Word" (mp3)
   from "Music For The Cure"
   (ItsAboutMusic.com)
   
   Buy at iTunes Music Store
   Buy at Amazon
   
3. Experience Matters: Use Your Experience by Charles Bobus. Courtesy of The Podsafe Music Network
4. Outro: Rollin' by Maria Daines. Courtesy of The Podsafe Music Network

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The first episode in awhile that is without tooth problems - mine. I Read the News Today Oi Vey

1. Microsoft CRM goes from Live to Online - whatever
2. Zoho releases Zoho Invoice - watch out SAP & Oracle, Microsoft & Google - everyone else
3. Gartner says the CRM market is fragmented
4. Forrester says the CRM market is evolving to 2.0
5. Pombriant releases WizKids 2008 - up & coming companies worth reading about

The Unmentionable No-Name Segment The episode that covers key sports teams and individuals who get CRM including:

1. Baseball - Mike Pagliarulo, former 3B for Twins/Yankees; President, The Baseline Group (despite what I say in the podcast) and check out his blog, Dugout Central
2. Hockey - Shawn Tilger, SVP Operations, Philadelphia Flyers
3. Basketball - Chris Bosh, Toronto Raptors - and his world-famed YouTube video
4. Football (American) - The Green Bay Packers since 1919
5. Football(rest of world) - Norwich City Canaries in the UK. They even have their own mobile website!

Experience Matters There is a difference between companies meeting benchmarks and companies meeting expectations and often, companies don't know that difference - which can be deadly. Plus, of course the music - ahhh, the music, and another of my laments. Music for This Episode

1. Fake Intro: The Leonard Lothen Band
   "I Love Baseball" (mp3)
   from "America Loves Baseball!"
   (Strait Street Entertainment LLC)
   
   Buy at Amazon
   
2. Intro: Got My Mojo Working from the album, The Lost Tapes by Muddy Waters. Buy it at Amazon.com
3. News: I've Got News from the album, The Wheel Man by Watermelon Slim & The Workers. Buy at Amazon.com
4. Experience Matters: Use Your Experience by Charles Bobus. Courtesy of The Podsafe Music Network
5. Outro: Rollin' by Maria Daines. Courtesy of The Podsafe Music Network

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Episode #4:

Behold The Future of CRM - Forecast for 2008 from the Experts - and from Me

This final episode of the year looks ahead to the future of CRM in 2008. CRM next year will continue to both rise and to change.

What Can We Expect?
There is a lot that's covered so listen, okay? I can't write without getting knarly fingers and its late so just tune in. But here are a few of the highlights:

1. Software sales expected to be at $8.3 billion (Gartner);
2. Battle for platform leadership will continue to grow as many other players get on board (Pombriant);
3. Social search will come to the fore in 2008(Gillin);
4. Public sector, retail, financial services and health services will be the emotional verticals that will drool over CRM in 2008 (me)

This is only the tip of the holiday iceberg that I cover in my most interesting and possibly frenetic episode.

There are a few announcements to take note of:

1. We are adjourned until January 8 when we come back with our next episode and more content, new music, better sound and a renewed vigor
2. Brent Leary and I have come up with the name of our back and forth monthly edgy segment: The CRM Playaz (don't even TRY to get the URL. Brent already has it)
3. I won the InsideCRM 2007 Blog of the Year Award!! Yay!!

Finally, the music attribution you've been waiting for. This one is REALLY simple:

1. Intro and Closing: Waiting for the World to Change (cover) by Chris Lombardi
2. Forecast from the Cliff: Forecast by GSE Prophet
3. MyCRMCareer Commercial: The Long Train (cover) by Mark Henson Band

SEE YOU ON JANUARY 8TH. HAPPY HOLIDAYS

I’ve been focused on Web 2.0 and Enterprise 2.0 over the last several months and have found some great content on the topics.

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Episode #2:

Salesforce and SugarCRM makes some moves; Workday moves some 25 customers; Comcast is pretty damned bad; & MORE!

NEWS
This week's episode is a little spotty on news, but very cool on all other things. The news is around moves in the industry with salesforce.com reinforced their announcement of a new President of Operations/Chief Strategy Officer; SugarCRM carrying out a hiring strategy to grab the ones that covered them; and in a sorta deviation (not that kind!), I follow Workday, the ERP on demand company created by PeopleSoft founder and nicest guy in the entire industry, Dave Duffield.

POVC
I look at Comcast disasters which seems to be a word pairing that is as closely connected as "tone deaf" is.

LOVE YA HATE YA
There's a shoutout to CRM Magazine Senior Editor Marshall Lager, who is not only a great writer and insightful and good guy, but quoted me saying - well, you'll hear. I recommend with 3.5 stars, Gazool, a social search engine with some very cool feature in beta and w/o a revenue model.

MUSIC ATTRIBUTION

1. Intro Music & Closing : Waitin’ on the World to Change” (Cover Song) by Chris Lombardi
2. Forecast from the Cliff: “Forecast” by GsE-Prophet
3. Commercial: The Long Train (Cover Song) by Mark Henson Band
4. POVC: Comcast Connection Blues by Derek K. Miller

A presentation on what the banking community in particular needs to know about the 21st Century customer & CRM

The new marketing models for the era of the Web 2.0 savvy customer

Presentation by Paul Greenberg at 2006 Gartner CRM Summit on new business models for customer engagement

http://www.trainingoutsourcing.com/ti-times/ti-times.asp

This year, professionals responsible for creating profitable customer relationships have an opportunity to advance their credentials and knowledge by getting CRM Certified. BPT Partners, LLC, one of the world’s most prestigious CRM training and consulting organizations, announces a new CRM 2.0 and all new updated content for the popular CRM Strategy Seminar Series designed to help professionals identify, acquire, serve and grow profitable customer relationships.